Micron Selects Primus SolutionSeries Software to Deliver Technical Support Services.

SEATTLE--(BUSINESS WIRE)--July 12, 1999--

Primus (Nasdaq:PKSI), a leader in Web-based problem resolution and knowledge management software, today announced that Micron Electronics, Inc. (Nasdaq:MUEI), an industry leading PC, server and notebook vendor, has selected Primus(R) SolutionSeries(TM) software to manage support knowledge for its PC products.

The Primus SolutionSeries family of software will enable Micron to capture, share and reuse technical knowledge between its U.S. support centers.

Micron selected Primus SolutionSeries software because the technology will help the company provide more efficient delivery of solutions and services to its irst-call resolution, reduced talk-time and reduced dispatches of unnecessary parts and service.

The third largest provider of personal computers sold through the direct channel, Micron has customer support call centers in four locw Micron to enhance customer relationships by tailoring the technical support it provides to diverse customer groups such as consumer, small business, commercial and public sector buyers.

"With multiple locations, time zones and product audiences, ensuring the consistent delivery of support solutions to each and every customer is a priority," said Welling. "And because Primus SolutionSeries software allows for the capture, reuse and sharing of complex technical knowledge within the workflow, it is receiving rave reviews from our service representatives."

Micron also plans to implement Primus SolutionPublisher(R) software, making its knowledgebase available to customers via the Web on a self-service basis, 24 hours a day, seven days a week. Micron will provide customers with uniform access to the solutions that they seek, with the goal of increasing customer satisfaction.

"Serving such varied customer populations, Micron recognizes the business benefits of targeting its customers with only the most relevant and reliable solution knowledge," said Kim Nelson, vice president of sales, Primus. "This is an excellent example of how knowledge management can work to personalize service and ensure that customers get fast and accurate answers each time they contact technical support."

Primus SolutionSeries Software

The Primus SolutionSeries family of problem resolution and knowledge management software is specifically designed to help companies harness the power of the Internet to solve problems and exchange information more effectively. Customer service, technical support, help desk and other organizations that need to capture, share and manage knowledge worldwide use Primus products to build a knowledgebase of up-to-the-minute solutions that can be easily accessed to answer questions or solve problems on the spot. Primus SolutionPublisher software allows customers to access solution knowledge directly via the Web and solve problems themselves. Primus SolutionExplorer(R) software provides support professionals with Web-based access to solution knowledge and the ability to immediately capture and contribute new information to the knowledgebase. Primus SolutionBuilder(R) software enables support professionals to create solutions in the workflow, ensure knowledgebase quality and manage problem resolution processes. All SolutionSeries products integrate easily with leading customer relationship management applications, including those from Clarify (Nasdaq:CLFY), Remedy (Nasdaq:RMDY), Siebel Systems (Nasdaq:SEBL) and Vantive (Nasdaq:VNTV).

About Primus

Primus is a leading provider of Web-based knowledge management and problem resolution software and services that enable organizations to capture, share and manage knowledge worldwide. Primus customers include 3Com (Nasdaq:COMS), 3M (NYSE:MMM), Best Software, Inc. (Nasdaq:BEST), ClientLogic Corporation, EMC Corporation (NYSE:EMC), Entex, Ericsson Inc., Fujitsu Limited (TSE:6702), Lucent Technology - Microelectronics Group (NYSE:LU), Marcam Solutions, Inc. (Nasdaq:MRCM), SHL/MCI Systemhouse (Nasdaq:MCIC), Micron Electronics, Inc., Mosaix, Inc. (Nasdaq:MOSX), Motorola (NYSE:MOT), Network Associates (Nasdaq:NETA), Origin Managed Services, QAD Inc. (Nasdaq:QADI), Simplex Time Recorder Co., SGI (NYSE:SGI) and Vanguard Cellular. Based in Seattle, Wash., Primus has offices in Atlanta, Boston, Chicago, Dallas, Los Angeles, San Francisco and Washington, D.C. Primus Knowledge Solutions UK Ltd., a wholly owned subsidiary of Primus, has offices in London. Primus KK, a joint venture with Trans Cosmos, Inc., markets and sells SolutionSeries products in Japan. For more information, contact Primus at 1601 Fifth Avenue, Suite 1900, Seattle, Wash., 98101; 206/292-1000; or visit the Primus Web site at www.primus.com.

Primus, SolutionSeries, SolutionBuilder, SolutionExplorer, SolutionPublisher, and their respective logos, and Primus Knowledge Solutions are trademarks, registered trademarks or service marks of Primus. Other products and company names mentioned in this publication are the trademarks of their respective owners.