GENICOM Selects Vantive FieldService and Vantive Support to Provide Better, Faster Service to 23,000 Customers.

SANTA CLARA, Calif.--(BUSINESS WIRE)--Nov. 17, 1998

Vantive Integrates With Oracle Back-Office to Give

GENICOM Total Enterprise Solution

The Vantive Corp. (Nasdaq:VNTV), a leader in the front-office software market, today announced that GENICOM Corp. (Nasdaq:GECM), an international supplier of midrange printer solutions and services, has implemented Vantive FieldService and Vantive Support.

Vantive's front-office solution provides the basis for GENICOM's Enterprising Service Solutions company's (ESSC) service support system, enabling ESSC to offer industry-leading customer service.

ESSC provides on-site maintenance, depot repair and professional services throughout North America. The company has deployed Vantive to ensure its 23,000 customers receive round-the-clock, unparalleled support for their mission-critical applications.

The new Vantive system will enable ESSC support representatives to easily access and share customer information and effectively dispatch appropriate service engineers and resources to quickly resolve customer issues. ESSC's management expects the Vantive solution to eliminate more than 20 minutes of elapsed time for each service call. The Vantive solution will also provide management tools to assess overall costs, service quality and performance.

Prior to implementing Vantive, ESSC relied on COBOL-based systems designed around a less-flexible business model. The company chose Vantive because of its flexibility in accommodating multiple service processes. This solution enables ESSC to work within a customer's desired process rather than forcing customers to work with one rigid, preset process.

In addition, Vantive offers integration between Vantive and Oracle (Nasdaq:ORCL) applications, a key necessity in ESSC's front-office solution. This integration couples the Vantive customer support applications with Oracle inventory, billing and financial applications, providing ESSC with a total business solution. EDS provided the integration services (NYSE:EDS).

"Vantive is a key element in our business strategy," said Bill Carney, CIO for GENICOM. "This tool enhances our ability to deliver flexible, responsive services to our customers. It improves our response time to service requests, enables us to generate customized reports quickly, and improves the timeliness and accuracy of our billing. It also gives us better insight into our performance and costs of service delivery. We believe our Vantive system is a clear market differentiator, and improves our total solution to our customers."

"By implementing Vantive FieldService and Vantive Support, GENICOM will fully maximize the many benefits of integration, including sharing information between the front- and back-office," said Phil Dunkelberger, executive vice president of product, technology and marketing at Vantive.

"GENICOM's selection of Vantive is yet another indicator of Vantive's leadership in offering winning integrated solutions for the total enterprise."

About GENICOM

Founded in 1983, GENICOM Corp. is a global provider of midrange printer solutions and IT services. In addition to ESSC, its service company described above, its printer company, Document Solutions (DSC) develops and markets a wide range of computer printer technologies for general-purpose applications and the travel industry.

GENICOM is also the exclusive provider of Digital-branded printer solutions worldwide. Product information can be found at http://www.genicom.com. For additional printer information and reseller locations, call 800/GENICOM (800/436-4266). GENICOM is headquartered within the metropolitan Washington, D.C. area.

About ESSC

ESSC, GENICOM Corp.'s service company, provides a single point of contact for comprehensive, flexible and responsive IT services meeting mission-critical customer requirements. Offerings to manufacturers, system integrators, telecommunications companies and end-users include Professional Services, Maintenance Services and Logistics and Repair Services.

These services include network integration, help desk, consulting LAN/WAN support, project management, staff augmentation, training, logistics, staging, asset reutilization, warranty administration, hardware maintenance and depot repair for computer systems, peripherals and network products. Product information can be found at http://www.essc.com, or by calling 888/FOR ESSC (888/367-3772).

About The Vantive Corp.

Vantive is a worldwide leader in the front-office software market with more than 700 customers and $117M in revenue in 1997. Vantive's vision is to bring technology solutions to the front-office that create competitive advantage through strong and enduring customer relationships.

The Vantive Enterprise is an integrated suite of web-enabled software that increases sales, marketing, call center, help desk and field service effectiveness. Vantive Enterprise is differentiated by its rich functionality; proven mobile solutions; component-based, high-performance architecture; and time-and cost-effective implementations.

Vantive is supported by extensive software, consulting and service partner programs that provide further technology and vertical expertise, as well as integration support. Founded in 1990, Vantive is headquartered in Santa Clara, and distributes its products in more than two dozen countries. Contact the Vantive Corp. at 800/VANTIVE, 408/982-5700, or www.vantive.com.

Note to Editors: Vantive, Vantive Enterprise, Vantive Sales, Vantive Support, Vantive Quality, Vantive FieldService, Vantive HelpDesk, and VanWeb are trademarks of The Vantive Corp.