Europe's Largest 'Knowledge System' for Remote Diagnosis of Vehicle Faults Unveiled

LONDON, May 28, 2004 --

- TRW Automotive uses eGain knowledge management software to aid 14,000 European dealers and garages

Vehicle mechanics across Europe will be able to share their expertise and experience of specific vehicle faults thanks to an internet-based 'knowledge system' unveiled by TRW, the world's tenth largest automotive supplier.

It's the largest knowledge system of its kind in Europe and will allow Technicians to diagnose and repair vehicle problems much more quickly and efficiently.

The system is based on knowledge software from eGain Communications, the leading provider of customer service and contact centre software.

eGain's knowledge system will be offered as part of TRW's 'Internet diagnostic' programme, called Id. It is forecast that over 4,000 garages in the UK and France will be using Id by the end of their launch year. Id is based on 'remote diagnostic' technology, which analysts(1) believe will revolutionise the automotive industry for years to come.

Remote diagnostics takes advantage of the fact that almost all modern vehicle systems are governed by computers. 'Id' accesses all of the diagnostic information collected by those in-vehicle computers and makes them available to technicians on desktop PCs or laptops.

TRW's 'Id' is capable of diagnosing Engine Management Systems, airbag technology, ABS, and gearbox control systems. As it develops, it will support emerging technologies such as Adaptive Cruise Control (ACC), Electric Power Assisted Steering (EPAS) and Electronic Park Braking (EPB).

eGain's knowledge software takes the system to the next level by taking all of the information and expertise accumulated at garages using Id, and making it available to all other customers across Europe.

Paul Bradshaw, Id Marketing Manager, TRW, said:

"A major benefit of the system is information sharing; anyone focused on improving customer service will be able to share the expertise of thousands who deal with the same problems every day."

"There is a "web-point" incentive programme for garages to encourage them to contribute to the system. The programme is straightforward and simple to use; to add information a simple form has to be completed on-line . This information is thoroughly vetted by TRW before being made available to other subscribers."

Andrew Mennie, eGain VP and General Manager Europe, commented:

"The knowledge system used by TRW is the most comprehensive resource of its kind in Europe. The more the system is used and added to, the greater the benefits will be all round. Initial reports suggest that this could very well become the industry standard tool for automotive diagnostics over the next few years."

Id also contains a job sheet system. As well as booking garage appointments, this electronic job sheet stores information about the vehicle's make and model and has detailed descriptions of fault codes that can be accessed at any time. Within seconds of connecting to the on-line system, a complex search is completed and most relevant and up-to-date data is clearly displayed. If required, the system will guide the mechanic through the process. This data may include notes, detailed diagrams and illustrations.

Andrew O'Hare, Test Equipment Manager at TRW added:

"Id is a European programme. We used the MechanEX Show, Donington, as a platform to launch to the UK market. It is anticipated that the programme will be launched in France by the end of 2004 and thereafter across Europe. The response so far has been phenomenal. Id offers affordable, reliable, internet based diagnostics for every garage in Europe by eliminating the traditional cost barriers associated with automotive diagnostics and by providing access to our unique knowledge system."

(1) Quote from Frost & Sullivan, a world-leading automotive analyst, October 24th, 2003

Remote vehicle diagnostics (RVD) is gradually emerging as the next inevitable step in the technological progression of the automotive industry . RVD is likely to be bundled with other telematics services and is expected to enable vehicle manufacturers to step into their distribution and after-sales value chain, thus developing closer relationships with their customer base. Automotive manufacturers' retention of control over their after-sales service value chain is of strategic importance in view of the implementation of the new competition laws in Europe. The simultaneous launch by BMW, Fiat, Volvo and PSA has already begun to drive greater market acceptance of RVD.

About eGain Communications Corporation

eGain is a provider of customer service and contact centre software and services, trusted by world-class companies to achieve and sustain customer service excellence for over a decade. eGain's eService software suite, available licensed or hosted, includes integrated applications for customer email management, live web collaboration, service fulfilment, knowledge management, and web self-service. These robust applications are built on the eGain Service Management Platform (tm) (eGain SMP(tm)), designed to be a scalable next-generation framework that includes end-to-end service process management, multi-channel, multi-site contact centre management, a flexible integration approach, and certified out-of-the-box integrations with leading call centre, content and business systems.

Headquartered in Sunnyvale, California, eGain has an operating presence in 18 countries and serves over 800 enterprise customers worldwide. To find out more about eGain, visit http://www.eGain.com or call the company's offices - London: +44 (0) 1753-464646; Dublin +353 1 8472290; United States: +1 (888) 603-4246 ext. 9; Tokyo: 81-3-5778-7590

About TRW

With 2003 pro forma sales of $11.3 billion, TRW Automotive ranks among the worlds top 10 automotive suppliers. Headquartered in Livonia, Michigan, USA, the Company, through its subsidiaries, employs approximately 61,000 people in 22 countries. Its products include integrated vehicle control and driver assist systems, braking systems, steering systems, suspension systems, occupant safety systems (seat belts and airbags), electronics, engine components, fastening systems and aftermarket replacement parts and services. TRW Automotive news is available on the Internet at www.trwauto.com