SAN FRANCISCO, Calif. – Interwoven GearUp ’05 ECM Solutions Conference – May 12, 2005 – Interwoven, Inc. (Nasdaq: IWOV), provider of Enterprise Content Management (ECM) solutions for business, presented BT with the first Interwoven ECM Customer of the Year award last night at the GearUp ’05 ECM Solutions Conference. BT was recognized for its innovative use of Interwoven ECM technology to drive its ‘Netcentricity program,’ which was created to improve customer service through an integrated, automated and easy-to-use e-service environment. Already, BT’s Netcentricity program has resulted in millions of dollars in costs savings.

BT is a global IT and Networking company whose network spans 120 countries. The company has nearly 100,000 employees, provides 30 million fixed lines, 5 million broadband connections and supports 300 million calls a day. To remain a frontrunner in today’s highly-competitive telecommunications industry, BT considered its transformation from a traditional telecommunications company into an eCompany as a major strategic objective.

BT’s Netcentricity program began in 2003 to address BT’s need to strengthen its relationship with customers and encourage increased online transactions, which would also drive down costs. Core to this program was a new BT.com website built on Interwoven ECM and the BEA WebLogic Portal. In just two years since the start of the Netcentricity program, BT.com has seen a 300 percent increase in online transactions. Given the nearly 10 to 1 cost difference between a call center-managed interaction and an online interaction, the savings have been in the tens of millions of dollars. Additionally, BT has realized a 40 percent increase in its customer satisfaction rate, which can be attributed to customers having access to what they need from a single source, BT.com.
Interwoven ECM has played a major role in the success of the BT Netcentricity program by:

• Enabling BT to create and manage up-to-date content that is targeted to its diverse global customer base


• Providing personalized content that it easy to access and search, which encourages customer self-service


• Improving content consistency across audiences and channels


• Lowering the cost of site maintenance through process automation

“Our Interwoven ECM implementation has brought us clear benefits toward realizing our Netcentricity vision and achieving ROI,” said Stephen Stokols, director of BT's Netcentricity program. “We have just begun to reap the rewards and we look forward to continued process efficiencies which allow us to focus on our business, eliminate resource duplication and achieve consistent quality and performance.”

BT has already leveraged Interwoven to provide content consistency across BT.com and the site used by its service advisors. Moving forward, BT plans to create a single content architecture for which Interwoven ECM will also support field sales and customer service representatives. Further, integration with BT’s CRM system, Siebel, will give BT a 360-degree view of the customer. This will be the foundation for BT’s vision of providing the right people with the right information at the right time to do their job well.

“BT has done an outstanding job of maximizing the effectiveness of their Interwoven ECM implementation,” said John Bara, senior vice president of marketing at Interwoven. “The fact that they have saved millions of dollars while also dramatically improving customer service is a testament to the measurable impact that ECM can have on a business. We are very pleased to acknowledge BT’s achievements with this award.”
To read about more news announced at this week’s GearUp ’05 conference, please go to
www.interwoven.com.tw