Companies Rushing to Put Self-Service Customer Service in Place; The Next Internet Battleground Appears.

RYE, N.Y.--(BUSINESS WIRE)--Nov. 30, 1999--

The future of customer service is driving companies to dig into their past.

And not only dig into their past, but put it up on the Internet. That's the essence of what is being called self-service customer service, and almost every major company in America is trying to find a way to do it.

The issue, of course, is who can make customer information current and historical information -- available instantly to customers tired of call center operators who know only what a current statement contains. Self-service enables customers to log onto a Web site and easily, quickly and efficiently view the history of their relationship with the company, including bills, statements, payments, changes and all sorts of transactions. It can allow individuals to query, question and confirm almost anything instantly.

"I don't know of a major company that isn't either implementing this or researching the feasibility," said Mitchell Gross, president and CEO of Mobius Management Systems, Inc. (Nasdaq:MOBI), a firm whose software allows companies to easily retrieve large volumes of warehoused data, one of the key elements of customer self-service. "Companies are either putting in immediate access to historical information for their customer service representatives via an intranet or they are looking into complete customer self-service on the World Wide Web. There's a stampede out there to use the Internet for customer service."

The reasons for this rush are easy to understand, Gross notes. More than almost any time in the past, customer loyalty in the 1990s turns on customer service. And almost no technology has provided more scope for improving customer service than the Internet.

Mobius is at the forefront of this rush to customer self-service by virtue of the fact that its software is already used by many Fortune 100 companies to warehouse and retrieve large volumes of information. The software has turned previously static archives into powerful tools for e-commerce, customer service and improved operational efficiencies.

"In today's fast-paced business environment, companies are consolidating to become bigger, stronger and more efficient, and competition for customer loyalty is fierce," said Gross. "But to realize those efficiencies for their customers, they've got to integrate access to their own records. They've got to make the customers feel that they're in control, and one-stop customer service is a big part of that. Internet-based customer self-service is a key element of that plan. We believe that what we're seeing now is just the tip of the iceberg on this."

Some companies already have Internet customer self-service systems in place. Gross cites as one example Mobius customer USA Group, a provider of education loan services to colleges and universities, lending institutions, and other financial services organizations. More than 1,000 of these organizations access their loan status reports through USA Group's Web site, improving service to lenders in the competitive student loan market. Plans are under way to allow individual students to view their own information. Gross sees this as a typical progression, with business-to-business roll outs followed by business-to-consumer applications. By the end of 2000, Mobius expects the number of companies offering customer self-service will increase exponentially.

"As more and more Americans get connected to the Internet, the number of companies that will find this an enormously efficient vehicle for customer service will explode," summed up Gross. "Looking back at this era from the future, I think we'll see this as the emergence of one of the fundamental uses of the Internet."

About Mobius

Mobius Management Systems, Inc. (www.mobius.com) is a leading provider of Web-based software solutions that support a broad range of e-business and application requirements, including customer service, enterprise resource planning and electronic bill presentment and payment. The Company's ViewDirect(R) technology delivers high-speed access through a common portal to high-volume stores of diverse information. Mobius products are used by more than 1,200 organizations worldwide, including banks, insurance companies, financial services providers, utilities and telecommunications companies. More than half of the Fortune 100 companies use Mobius software. The Company, founded in 1981, is headquartered in Rye, New York, with eleven domestic offices, as well as foreign subsidiaries in England, France, Germany, Italy, Sweden, Switzerland, Benelux, Australia and Japan.

Statements contained in this release may contain forward-looking statements within the meaning of the Private Securities Litigation Reform Act of 1995. Forward-looking statements involve risks and uncertainties. In particular, any statements contained herein regarding expectations with respect to future sales and profitability, as well as product development and/or introductions, are subject to known and unknown risks, uncertainties, and contingencies, many of which are beyond the Company's control, which may cause actual results, performance, or achievements to differ materially from those projected or implied in such forward-looking statements. Factors that might affect actual results, performance, or achievements include, among other things, overall economic and business conditions, the demand for the Company's goods and services, and technological advances and competitive factors in the markets in which the Company competes. These risks and uncertainties are described in detail from time to time in Mobius' filings with the Securities and Exchange Commission, including its Annual Report on Form 10-K, filed on September 28, 1999. Mobius accepts no obligation to update these forward-looking statements and does not intend to do so.

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