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PALO ALto, CA., September 8, 1999 - EPRICSG, a wholly owned subsidiary of EPRI, and Appreciated Software have introduced a unique business software for today's competitive energy industry. Called Custom-ER, the front office system is more responsive to Customer needs than traditional customer information systems that are tied to back office revenue management operations.

"Over 100 million U.S. customers will soon be able to choose their energy providers, and customer retention will be critical for business success," says David Cain, an expert in customer care and billing at EPRI. "Custom-ER completely integrates and streamlines customer business processes so energy providers can respond to Customer needs with new products, prices, discounts, and special deals."

Cain added, "All customer 'touch points', from marketing and selling through billing and settlement are coordinated in an integrated manner. This new way of doing business refines customer relationships and builds customer loyalty, contributing to Market share growth."

North Carolina Electric Membership Corporation (NCEMC) has been using the software for almost a year. According to annette Stamatkin, NCEMC vice president of information technology, Custom-ER not only responds to Customer needs, but also provides energy retailers with market and profitability data that is very helpful in marketing efforts.

"By adding Custom-ER modules to the front end of our Customer Information System, we have been able to get a complete set of information about a customer the instant the customer is called or is contacted. This makes service reps more effective and enhances the potential for product sales," notes Stamatkin.

The energy industry is beginning to recognize the need for front office capabilities. "Packages are still developing in front office functionality, particularly in customer care," says Meta Group's C.D. Hobbs in the May 1999 issue of Utility Automation. "Sales functions in fully integrated suites are not complete . . . there is not complete customer relationship management (CRM) in any of the vendors. Some new ones will be emerging that are extraordinary."

About Appreciated Software
Founded in 1999, Appreciated Software, located in Orinda, California, specializes in front office systems that enable companies to compete and win exceptional customer relationships.

About EPRICSG
EPRICSG, Inc., established in January 1997, is part of the wholly-owned family of EPRI subsidiaries. EPRI, established in 1973 and headquartered in Palo Alto, California, provides innovative science and technology to the energy services industry worldwide.

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