BURLINGTON, MA, July 26, 2001—When people think of elevators, they think of Otis Elevator Company (NYSE: UTX), the world's largest manufacturer and installer of elevators, escalators, and moving walkways. The launch of the company's sophisticated Web site, www.otis.com, transformed the way this Farmington, CT-based company serves its global customer base. It also presented an information challenge—capturing critical click stream data to gain insight into customer needs in order to strengthen customer relationships.

Otis turned to Cognos^® (Nasdaq:COGN; TSE:CSN), the leading provider of business intelligence solutions, and Sane Solutions, a market leader in click stream analysis software, for a powerful combined solution. Like many organizations, Otis recognized that a solid customer intelligence (CI) solution must include analysis of data from all customer touch points including the Web, since this is often the first or primary point of contact with their customers.

Web traffic and interaction analysis for each country was an important requirement, given Otis's highly distributed global user base. The integration of market-leading Web analytics and business intelligence products—NetTracker^® from Sane Solutions and Cognos PowerPlay^®—delivers a comprehensive solution that allows Otis to connect a particular kind of user with Web content. The solution also allows Otis to perform trend analysis that has transformed customer service.

"With Cognos we can slice and dice customer data. This means we can collect, and analyze powerful demographic and customer information," said Jeff Anderson, senior manager, e-business, Otis Elevator. "This information is not only critical to world-wide headquarters but we can also provide that customer intelligence to the regional managers to better target their communications to existing and prospective customers. The response from our teams has been truly overwhelming.

"We are using the customer intelligence solution to take commerce online, to really service customers—to understand who is visiting the site, if they are registering on the site, how long they are staying, what applications they are using online, and to facilitate commerce as well as to generate leads for our sales team," says Chuck Richards, IT project manager, Otis Elevator.

"Otis is a global company that's getting closer than ever to its customers thanks to the powerful pairing of click stream analysis and business intelligence technology," said Alan Rottenberg, senior vice president, E-Business Intelligence Applications Unit, Cognos. "In today's complex global economy, the ability to anticipate demand and customer requirements by converting raw data into actionable customer intelligence is critical. Visionary companies like Otis are clearly at the forefront of this revolution."

Otis Elevator Company
Otis Elevator Company, with headquarters in Farmington, Connecticut, is the world's largest company in manufacturing, installing and servicing elevators, escalators, moving walkways and shuttle systems. Otis has revenues exceeding $6 billion and Otis products are sold in more than 200 countries and territories worldwide. Otis is a subsidiary of United Technologies Corporation (NYSE:UTX). For more information, visit www.otis.com.

Sane Solutions, LLC
Founded in 1996, Sane Solutions develops and markets the award-winning NetTracker line of web site traffic analysis software. NetTracker products are used worldwide by Fortune 500 corporations, educational institutions, government agencies, and ISPs.

Sane Solutions, LLC, is a privately held limited liability company located in North Kingstown, Rhode Island. For more information please contact Sane Solutions LLC, 35 Belver Ave., Suite 230, North Kingstown, RI 02852; tel. 800-407-3570 or 401-295-4809; http://www.sane.com.