Press Release

@Road Customer Receives Industry Award For Field Service Innovation And Excellence
Gem Plumbing and Heating Receives Field Service Award for Most Innovative Approach to Service Delivery

FREMONT Calif. (May 15, 2007) @Road, a Trimble Company (NASDAQ: TRMB) and leading provider of end-to-end solutions for mobile resource management (MRM) is pleased to announce that Gem Plumbing and Heating, Inc., a Lincoln, Rhode Island-based customer of @Road, recently received the prestigious Service Award for Most Innovative Approach to Service Delivery. The Award was presented to Larry Gemma, co-owner of Gem Plumbing, at the Service Awards ceremony held during the recent Field Service 2007 conference in Las Vegas on April 25. The Field Service 2007 conference is an industry-leading event dedicated to sharing best-in-class strategies for field service delivery excellence, profitability, and customer satisfaction. The event also hosts leaders from throughout the service industry who are responsible for improving the service organization's profitability and customer satisfaction.

"All of us at Gem Plumbing are very honored and proud to be the recipients of this prestigious award," said Larry Gemma, co-owner of Gem Plumbing and Heating. "From the leadership of the company to the customer service representatives who answer the phone and the plumbers who delivery service in the field, it was a total team effort that enabled us to innovate and achieve world-class service delivery excellence. We also appreciate the contributions that @Road has made in helping us, from a technology enabling perspective, to streamline and optimize our service delivery processes."

Gem Plumbing’s innovative approach to service delivery revolved around three main components—technology, people and marketing. For technology, Gem Plumbing deployed state-of-the-art software and hardware, such as the @Road® GeoManagerSM solution for MRM, to serve as the backbone to streamlining and optimizing service delivery processes. For people, they implemented a customer-centric culture built upon the spirit of teamwork, attitude, responsiveness, communication and excellence. Gem Plumbing applied this culture at all touch points of the customer experience from the initial call to post service feedback. For marketing, Gem Plumbing created innovative marketing campaigns designed to convey their unique approach to service delivery excellence and drive sales.

As a result of this innovative approach to service delivery, Gem Plumbing has achieved the following results:

- Service Business Unit sales grew from $7.5 million in 2002 to more than   $21 million in 2006
- Customer service reps answer 98% of all customer calls within five   seconds
- Repeat business rate has grown from 40% to just under 70% today
- Meet two-hour appointment windows 95% of the time. Industry standard
  is 50%
- Current customer satisfaction rate is 95%, up from 85% in 1999
- Customer “call back” rate is only 1%

“Gem’s mission is to exceed our customer’s expectations everyday,” Gemma said. “We do this through world-class customer service, through a dedication to excellence and through random acts of kindness. But not only is this a service-oriented mission, it’s a company culture. It pervades the entire organization.”

Additionally, through their Gem Institute for Performance Excellence, the Gemma Family shares their knowledge and helps other companies also achieve service delivery excellence through education and tours of Gem Plumbing & Heating.

As a component of Gem’s innovative approach to service delivery, Gem Plumbing uses the @Road’s GeoManager on-demand solution for MRM. GeoManager is designed to help businesses streamline field service delivery operations while maximizing mobile workforce productivity and driving-up customer service. GeoManager can accomplish this by providing businesses with the location relevant, time-sensitive information they need to proactively respond to service delivery requirements in the field. This information can include on-demand or scheduled reports that are designed to detail events and conditions in the field, regardless of geographic location or size of the workforce.

@Road GeoManager is also designed to continuously stream field service data to back-office applications through application programming interfaces (APIs) or direct-data feeds. GeoManager is a scalable, enterprise-class, reliable, and secure MRM solution offered on a hosted and subscription-based software delivery model.

About @Road

@Road, a Trimble Company, is a leading provider of solutions designed to automate the management of mobile resources and to optimize the service delivery process for customers across a variety of industries. @Road delivers Mobile Resource Management solutions in three key areas: Field Force Management, Field Service Management and Field Asset Management. By providing real-time Mobile Resource Management infrastructure integrating wireless communications, location-based technologies, transaction processing and the Internet, @Road solutions are designed to provide a secure, scalable, upgradeable, enterprise-class platform, and are offered in on-demand software delivery, on-premise or hybrid environments that can seamlessly connect mobile workers in the field to real-time corporate data. @Road is based in Fremont, Calif., and has a global presence with offices in North America, Europe and Asia. For more information on @Road solutions, visit

#  #  #

@Road, the @Road logo, iLM and GeoManager are trademarks, registered trademarks or service marks of @Road, Inc. All other trademarks or service marks used herein are the property of their respective owners.


For more information, contact:

Bob Stern
Senior Public Relations Manager
T: (510) 870-1360

Copyright 2008 @Road, a Division of Trimble Navigation Limited. All rights reserved