DELRINA WINS 1994 STAR AWARD FOR EXCELLENCE IN TECHNICAL AND SOFTWARE SUPPORT; INDUSTRY UNANIMOUS IN SELECTING DELRINA AS THE MOST IMPROVED.

SAN JOSE, Calif./TORONTO, Ontario--(BUSINESS WIRE)--Dec. 13, 1994-- Delrina Corporation the world's leading vendor of PC communications and electronic forms software, today announced receipt of the prestigious 1994 Software Technical Assistance Recognition (STAR) Award from the Software Support Professionals Association (SSPA) during ceremonies held at the recent Software Support '94 Conference in Monterey, CA. Delrina won the award for illustrating the greatest improvement in customer satisfaction along with overall gains in support productivity.

The STAR Awards are given annually to recognize excellence in four categories of software and technical support. Competing companies undergo a rigorous self-nominating process, and winners are selected by SSPA's Advisory Board members. There are more than 360 member companies in the SSPA including Microsoft, Lotus, WordPerfect/Novell, IBM, Sun, and Apple.

"This award is a tribute to the hard work and dedication that the technical support team has put into delivering superior customer support," said Jim Moore, Director of Operations at Delrina. "With the commitment of our executive management team we have built an environment that has empowered Delrina employees to treat customers as if they were the only customer in a business that belonged to them. We have many stories where our people have put in the extra effort to satisfy our customers."

"In all the years that we have been presenting these awards, I have never seen a company win so big," said Bill Rose, SSPA founder and Executive Director. "This year, all 12 members of the board unanimously agreed on Delrina as their number one selection."

"We are pleased to be singled out for this excellence by our peers," said Dennis Bennie, Delrina Chairman and CEO. "Our investment in high quality support is a major success factor in maintaining leadership in our markets. We are an example for others to follow."

Since 1992, Delrina's customer service contacts increased rapidly from 250 telephone calls per day to more than 4,000 contacts today. Delrina's Technical Support Centre in Toronto now handles more than 100,000 customer contacts per month. For every 10,000 contacts Delrina receives only two complaints.

The Company was able to improve service quality through extensive customer surveys and responding with innovative services, instituting a pay for performance plan to focus employees on delivering a high quality service, and investing substantially in training, technology, and facilities. This included the development of specialized knowledge databases, call tracking systems, fax on demand information distribution, diagnostic tools, extended support services, and the operation of Radio Delrina which provides telephone traffic reports, music, and other useful information on Delrina products and services while callers hold for a Delrina representative.

Founded in June 1988, Delrina is a high-profile Canadian success story and ranked among the fastest growing software companies in North America. The company develops, markets and supports PC-based software products and services for fax, voice, data communications, electronic forms processing, and consumer markets. Delrina employs more than 550 people with headquarters in Toronto, Canada, and offices in San Jose, CA, Washington DC, Kirkland, WA, the U.K., France, and Germany.

CONTACT: Josef Zankowicz, Delrina Corporation, [phone]

Internet: [e-mail]

INDUSTRY KEYWORD: COMPUTERS/ELECTRONICS REPEATS: New York 212-575-8822 or 800-221-2462; Boston 617-330-5311 or

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