Internet Banks on ProActive Software for a Service Advantage

MOUNTAIN VIEW, CA, August 16, 1993-- ProActive Software, Inc., today
announced that Internet Systems, Corp. Ltd., a $50 million international
financial software firm, has licensed and implemented Support Advantage
for a worldwide customer service system.

Support Advantage will be used by 40 analysts and technicians at support
centers in Chicago and London to handle customer inquiries for Internet's
ATLAS and TRANSACT trading and banking systems. According to Internet,
Support Advantage is delivering a 40% increase in call handling capacity
and user productivity, while resulting cost savings will pay for the
system in 15 months.

In late 1992, Internet replaced its internally developed customer support
system with Support Advantage, part of ProActive's family of integrated
service management applications. ProActive also offers software for help
desks, quality assurance, and sales, as well as customization tools.

'With Support Advantage we are significantly more organized and prepared
when customers call with a problem," said Mike Baron, Internet's manager
of customer support for North America. "Our people project professionalism
and confidence because they're using a sleek, powerful tool; one that says
our company cares about providing service and has invested in technology
that helps us do it well."

John Luongo, ProActive's president and chief executive officer, said,
"Internet has made an investment in its service organization with
ProActive Software. This reinforces Internet's total commitment to
providing the best service and customer satisfaction to some of the
largest financial institutions around the world." 

Time for a Change

Internet's previous system had two separate databases for logging calls and
reporting software defects, but offered no historical data tracking.
Because the systems were not integrated, data was duplicated and users
were uninformed about developments.

The company evaluated several products before selecting Support Advantage.
Internet had five requirements: support for a client/server environment
and Microsoft Windows 3.1, ease of customization, comprehensive data
management, problem-solving help, and of course, customer service. 

Client/Server and Microsoft Windows Support

"Internet believes strongly in the client/server approach and has
standardized on Microsoft Windows," said Stuart Campbell, Internet's
manager of customer support for Europe. "ProActive fits right into our
environment." Internet is using Support Advantage on SYBASE operating on a
Sun SparcStation 10 Model 30 connected to 40 PCs operating Windows 3.1. 

Easy to Customize

ProActive's products are flexible and easy to customize. According to
Campbell, new users can customize up to 90% of the system without help.
Working with ProActive, Internet added a few data entry modifications. 

Comprehensive Data Management

Internet uses Support Advantage to track and solve incoming calls on the
ATLAS and TRANSACT systems. Users can access a customer's account
history-- including date of purchase, most recent call, special system
attributes - simply by typing in the caller's last name. "It's virtually
impossible for anyone in the chain of support to be uninformed about the
status of a problem," said Campbell. "With ProActive's system we appear
less reactive because we have all the customer data at our fingertips."

Solving Problems Only Once

Support Advantage enables users to search for and find resolutions by key
words, by nature of the resolution, and by description of the problem.
Internet is using Support Advantage to build a library of problems and
possible solutions that users can search when similar calls come in. This
saves time by enabling the analysts to resolve problems quickly and move
on to the next call. It also serves as a knowledge base to help bring new
trainees up to speed. Finally, Internet uses the system's problem-solving
capabilities to provide customers with progress reports. 

An Expert Appraisal

Campbell is as impressed with ProActive's service as he is with Support
Advantage. "Being in the service business ourselves," he says, "we look
critically at those who provide service to us. ProActive's people and
service set them apart. We've selected the best product and company to be
our service and support partner."

Based on the success of Support Advantage, Internet plans to use additional
applications from ProActive. Internet's goal is to have one set of
applications that share a common database, user interface, and "look and
feel." The ProActive System links many departments in a company--R&D,
sales, QA, and customer support--to give everyone access to the same
comprehensive database of customer and product information. 

About ProActive Software

ProActive Software is the leading supplier of integrated, client/server
applications that span the enterprise: customer support and help desk,
quality assurance and product development, sales and marketing.
ProActive's products give companies a competitive edge by delivering
superior products and total customer satisfaction.

All ProActive products run on the leading Unix server platforms and support
Microsoft Windows, Macintosh, and X/Windows clients. The architecture
enables easy porting and customization, as well as integration with other
client/server applications in the enterprise. The company works in
partnership with its customers, providing installation and consulting
services.

ProActive Software Inc
1890 North Shoreline Blvd, Mountain View, CA 94043
415-691-1500,  fax 415-691-1515

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