Primus eCRM Software Selected by HP to Enhance Customer Online Support Experience

Business Wire, April 10, 2000

Business Editors, High-Tech Writers

SEATTLE--(BUSINESS WIRE)--April 10, 2000

Primus(R) (Nasdaq:PKSI), a leading provider of eCRM software for marketing, sales and support, today announced that Hewlett-Packard Company will integrate Primus(R) eCRM software into HP's growing family of online support services.

Using Primus software, HP will provide customers with a Web-enabled "wizard"-style tool to help them quickly identify and resolve many computing problems. This interactive support is scheduled to be available for business computing products by mid-summer in the United States, and phased in worldwide by the end of 2001.

HP will integrate the Primus software into its HP Instant Support service. HP Instant Support combines leading-edge third-party software with HP best-in-class hardware diagnostic tools to allow HP products to automatically identify, diagnose and resolve most technical problems. If a problem identified by HP Instant Support does not have an automated fix available, HP Instant Support will populate the Primus-powered "wizard" with data necessary to find a solution in its knowledgebase. This integration of interactive support with HP Instant Support's self-healing capabilities should allow a customer to resolve computing problems quickly, without having to needlessly repeat important information.

"HP recognizes that one size does not fit all when it comes to customer support," said Brenda Peffer, marketing manager of HP's Commercial Computing Support Division. "Primus' leading-edge software is an important addition to our family of support services. This solution provides our customers with another choice in how they receive their computing support. By integrating best-of-breed software from companies such as Primus with HP's own support innovations, HP confirms its commitment to providing world-class support services for our customers."

This year HP will handle 80 million Web visits from customers looking for support on PCs, printers and workstations, to IT professionals troubleshooting high-end servers. In addition to offering interactive support online, HP's support specialists will use the Primus software to help solve computing problems that are phoned into HP call centers.

All Web-based support events will be integrated with the call center support processes, saving customers time by allowing agents to simultaneously access information gathered by HP Instant Support and view customers' interactive support histories. HP has offered online support services for 15 years.

"Companies that empower their customers with self-service offerings gain mindshare and significant competitive advantage both in online and offline transactions," said Norman Guadagno, vice president of worldwide marketing at Primus. "HP is an industry innovator and Primus eCRM software is providing the tools that allow it to meet and exceed the expectations of its Internet-savvy customers."

About Primus

Primus is a leading provider of eCRM software for marketing, sales and support. The Primus(R) eCRM Software family helps businesses build and maintain valuable customer relationships, and empowers customers to choose their communications channel -- Web, email, voice -- and receive a knowledge-enabled response every time. Primus has more than 120 customers worldwide, including such Global 2000 companies as 3Com, 3M, Compaq Computer Corp., PSInet Inc., Bell Helicopter Textron, Gulfstream Aerospace, AT&T Wireless, Ericsson, Inc., Fujitsu Limited, Inc., GTE Internetworking, Motorola, and Novell. Based in Seattle, Wash., Primus has offices throughout the United States, and in Europe and Japan. For more information, visit Primus on the Web at www.primus.com or call 206/292-1000.

Any statements, expectations and assumptions contained in this press release that do not describe historical facts, such as statements about the integration, performance, use, and deployment of Primus products and the corresponding results constitute forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. There is no guarantee that this customer relationship will provide future revenues. Any forward-looking statements contained in this release are based on current expectations, are not guarantees of future performance, and are subject to a number of risks and uncertainties. Factors that could cause actual results to differ materially from current expectations include the following: difficulties encountered in the integration, deployment, or implementation of the Primus and HP products, lack of customer acceptance or use by customer of the Primus products, fluctuations in customer demand; use of the Web as a delivery vehicle for customer support solutions; risk resulting from new product introductions and customer acceptance of new products; rapid technological change which characterizes Primus' markets; the risks associated with competition; continued growth in the use of the Internet; and the ability of Primus to compete successfully in the future, as well as other risks identified in Primus' Securities and Exchange Commission filings, including but not limited to those appearing under the caption "Factors Affecting our Future Operating Results" in the Primus' Report on 10-K filed on March 23, 2000.