Tertio to Implement Firstgroup's Customer Care and Season Ticket Renewal System Submitted By: Golin Wednesday, 14 June 2000

Tertio to Implement FirstGroup's Customer Care and Season Ticket Renewal System Submitted by: Golin Wednesday, 14 June 2000

Helping to Provide a More Efficient Service to UK Rail Customers FirstGroup, a leading UK based international passenger transport group, has selected Tertio to provide it with a Customer Care System, coupled with a new Season Ticket Renewal System for use in many of its rail stations across the UK. These specific customer service applications, based on Remedy AR Systems, will provide a more efficient service to FirstGroup's customers. The Customer Care System allows FirstGroup to deal quickly and more efficiently with customer queries. It also allows FirstGroup to be more cost effective as the company can now provide a more extensive service with the same number of staff. In conjunction with this is a Remedy based Season Ticket Renewal System. Commuter details are held on a central computer, allowing FirstGroup to track and remind all customers of their ticket renewal date. This solution will be available in 60 of FirstGroup's 300 rail stations. Duncan Waugh, project manager at FirstGroup says, "The introduction of these solutions within our First Great Western, First Great Eastern, and First North Western railway companies, has allowed us to incorporate our call centres into one main system in Plymouth. This creates not only a more competent system, but also one which can respond to and administer customer queries faster than before. After all, customer's needs are at the forefront of our business." Waugh continued, "In our search for improved customer service applications, we considered several companies, but we chose Tertio due to their proven expertise, professionalism and willingness to listen and adapt to our needs. We gained confidence in the fact that they have had a solid relationship with Remedy for over six years. We were impressed with how Tertio was able to get the project live in only six weeks, and we are planning to expand its use elsewhere within FirstGroup." Alan Greenberg, director of Tertio's Service Management Solutions division commented, "FirstGroup, with its customer service focus is an ideal match for Tertio's software and implementation expertise. We are delighted to have fulfilled FirstGroup's requirements for a new easy-to-use, flexible Customer Care System and Season Ticket Renewal System that will accommodate the company's changing business requirements." The new customer service delivery systems replace a previous non-Y2K compliant system introduced by British Rail. About FirstGroup FirstGroup is a UK-based leading international passenger transport group with bus and rail operations spanning two continents. Through global investment and innovation it provides high quality transport

Page 1 services. FirstGroup employs around 45,000 people world-wide and turnover for the year to 31 March 2000 was nearly £1.8 billion. With a fleet of over 10,000 buses and around 23% market share, the group is also the UK's largest bus operator. The Group is one of the UK's largest train operators through First Great Eastern, First Great Western and First North Western. As a significant force in both the UK bus and rail market it is uniquely placed to work with both local and national government to achieve the aspirations of the Transport White Paper. Through "Twin Track" - its public/private partnership investment initiative - it is already contributing to infrastructure development costs associated with new bus priority measures. And with some 50 Quality Partnerships on individual corridors, the Group is leading the field in the development of these initiatives which are now attracting passengers back to public transport in increasing numbers. FirstGroup has three core operations that comprise of UK buses, UK passenger rail franchises and US school buses and transit management. About Tertio's Service Management Solutions Tertio's Service Management Solutions Division delivers customer service and network and systems management solutions that enable its customers to improve efficiency and service delivery. Working with industry leading partners like HP and Remedy, Tertio combines its industry knowledge and experience gained with market leading products, to supply solutions that deliver real business benefits to customers. Its proposition consists of two core areas: Customer Service & IT Helpdesk Solutions and Network & Systems Management. Tertio's solutions focus on helping its customers manage the new business dynamics and new environments being introduced by the requirements of e-commerce. Customer Service and IT Helpdesk Solutions are based around the Remedy AR System product for workflow and customer service applications and ServiceSoft for WEB self-help, email contact and voice over IP. Tertio has been a leading European supplier of Remedy based customer service solutions for over 6 years and has been recognised as the business partner of the year three consecutive years. Tertio are working closely with Remedy to extend the offerings of eCRM and eBusiness solutions. Network and Systems Management has been developed to cater for the evolving demands to manage e-business networks. Tertio's solutions are based around three key areas - Enterprise Network Management, Management Reporting and Trouble Shooting & Trend Analysis. Tertio was recognised as the HP OpenView business partner of the year for 1999 and are working closely with HP to develop the propositions for e-Management. Founded in 1989, Tertio is headquartered in London, with offices in Manchester, Bath and Munich. Tertio has expanded at a compound rate of greater than 80 per cent over the last five years. For further information, please visit Tertio's web site at http://www.tertio.com Contact:

Page 2 Caroline Hitchen/Jener Miranda The Weber Group Europe 020 7240 6189 [email protected] Yvonne Slater Tertio Ltd 020 7843 4000 [email protected]

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