Siemens Nixdorf selects Software Artistry's newly released customer support application

Business Wire, May 19, 1997

INDIANAPOLIS--(BUSINESS WIRE)--May 19, 1997--Software Artistry, Inc. (NASDAQ:SWRT) today announced that Siemens Nixdorf Informationssysteme AG (SNI ITS), the leading European IT service provider, has selected SA-EXPERTISE(TM) for Customer Relationship Management (CRM) to support its 50,000 customers. SNI ITS in Hannover will be the future "Center of Excellence" with the Software Artistry products and will commit an enormous amount of resources to this center to achieve service excellence.

"We have targeted customer support as a major 1997 initiative, and as a result, are developing a new, quality call center," said Rudi Beinhauer, head of SNI ITS. "With Expertise for CRM, we now have the tools necessary to accomplish our goals of providing the highest levels of customer service."

Expertise for CRM, which was unveiled by Software Artistry in March of this year, is officially released and shipping to customers now. The suite includes SA-Expert Support(TM) for customer service and support operations: SA-Expert Quality(TM) for product change management; and SA-Expert Web(TM) and SA-Expert Mail Agent(TM) for customer self-service.

"SNI ITS' customer service initiative is indicative of the overwhelming demand for customer support software worldwide," said Scott McCorkle, vice president and general manager of Software Artistry's CRM business unit. "The release of Software Artistry's comprehensive suite of external applications provides organizations with the distinct competitive advantage gained by putting their customers first."

Qnet SYSTEMS QUALITY SOFTWARE SOLUTIONS GmbH (Qnet), a leading provider of software solutions and a key Software Artistry distributor, was instrumental in the SNI ITS contract. "The arrival of Expert Support enables Qnet to offer leading-edge customer care solutions," said Rolf Levenhagen, executive partner of Qnet. "The functionality of this product provides a new dimension in customer service management previously unseen on the European landscape."

About Software Artistry

Software Artistry, Inc. (Nasdaq:SWRT) is the leading provider of strategic Enterprise Support Management solutions. The company's suite of applications, SA-EXPERTISE(TM), uniquely enables organizations to proactively manage and improve their processes for help desk, network management, asset and change management, and end-user empowerment. Software Artistry is also a leading contender in the emerging Customer Relationship Management (CRM) marketplace with a leading-edge suite of products to address customer support and satisfaction.

Software Artistry's customer base spans multiple industries, including one-third of the Fortune 100 companies. Founded in 1988, Software Artistry sells its products and services through its direct sales force located in regional offices throughout North America, international offices in the U.K., France, Australia, and Singapore, and a network of domestic and international channel partners.

About Qnet

Qnet SYSTEMS QUALITY SOFTWARE SOLUTIONS GmbH is specialized in the automation and optimization of service and support processes. Their core business comprises the supply of market-leading solutions as well as product-oriented support. Any requirements and issues of their customers are addressed through a comprehensive approach - allowing the delivery of a customized package of services and support for each specific project.

CONTACT: Software Artistry, Indianapolis

Joanie Hasch, 317/843-1663

or

Posner McGrath

Mara Conklin, 847/405-0800