ONXS Onyx Software (MM)

Leading Japanese Manufacturer Improves Efficiency and Quality of Global Customer Support Operations in Japan, North America, Germany, Australia and China Onyx(R) Software Corporation (Nasdaq:ONXS), a worldwide leader in customer management solutions for the enterprise, today announced that it has implemented a global Service Support System for Konica Minolta Business Technologies (KMBT), a core business company of the Konica Minolta Group. The new Onyx system connects KMBT headquarters in Tokyo with sales and service operations in Japan, the United States, Germany, Australia and China. KMBT wanted to improve the efficiency and quality of its customer service operations. Previous systems were not integrated, lacked effective problem resolution capabilities, and did not support multiple languages. KMBT selected Onyx Customer Management to implement a common worldwide service support system to resolve these issues. The system captures problem reports submitted via multiple channels, including a secure online version of Onyx Customer Portal. An integrated Knowledge Base contains an extensive repository of product and support information, which can be accessed from anywhere in the world and reviewed in multiple languages. Business rules automate the problem resolution processes and local personnel can quickly escalate issues to technical specialists at the regional or corporate level. This new multi-tier, integrated process enables KBMT to resolve customer support issues quickly and efficiently at the most appropriate level. "KMBT is extremely pleased with the results we have seen since implementing the Service Support System," said Mr. Yutaka Ohtani, Manager, Support Infrastructure Department, CS Operations, Konica Minolta Business Technologies. "Our support specialists have been able to solve customer problems faster than before, and service costs have gone significantly down since going live. The system has enabled us to deliver higher quality service at lower cost, and has met our highest expectations." The system, which is currently being deployed worldwide, has enabled KMBT to meet their goals of delivering faster, higher quality customer service and driving down service-related costs by better leveraging its internal knowledge resources. "Onyx solutions are ideal for enterprise-class companies, like Konica Minolta, which need to solve thorny customer process problems on a worldwide basis," said Janice Anderson, Onyx chief executive officer. "Onyx's flexible, scalable architecture and multi-lingual support is optimal for global enterprises that are driven to deliver exceptional levels of customer service and establish competitive advantage in a tough international market." About Konica Minolta Business Technologies Konica Minolta Business Technologies, Inc. (KMBT) is a leading global manufacturer of business copiers, printers, fax machines, digital all-in-one (printer, scanner, and fax) machines, and related supplies. Headquartered in Tokyo, Japan, KMBT is a core business company of the Konica Minolta Group. About Onyx Software Onyx Software Corporation (Nasdaq:ONXS) is a worldwide leader in customer management and process software for mid- and large-size enterprises. Onyx provides flexible solutions that enable organizations to automate, manage, and evolve their customer processes quickly and cost-effectively for strategic advantage. By providing an integrated suite of customer process automation applications encompassing customer management, process management, and analytics capabilities, Onyx enables enterprises to reduce costs, increase productivity and grow revenue. Major companies are aligning their customer-facing departments and managing their customer processes with Onyx software -- companies such as Amway Corporation, Mellon Financial Corporation, The Regence Group and State Street Corporation. More information can be found at (888) ASK-ONYX, info@onyx.com or http://www.onyx.com/. Forward-Looking Statement This press release contains forward-looking statements, including statements about the potential reaction by customers and prospects to industry consolidation and our expectations for future financial performance. Forward-looking statements are based on the opinions and estimates of management at the time the statements are made and are subject to risks and uncertainties that could cause actual results to differ materially from those anticipated in the forward-looking statements. The words "predict," "believe," "expect," "intend," "anticipate," variations of such words, and similar expressions identify forward-looking statements, but their absence does not mean that the statement is not forward-looking. These statements are not guarantees of future performance and are subject to risks, uncertainties and assumptions that are difficult to predict. Factors that could affect Onyx's actual results include, but are not limited to, our ability to attract new customers, our ability to close opportunities currently in our sales pipeline, the market adoption of, and customer satisfaction with, our product offerings, our ability to achieve the benefits from the investments we are making in our business, our ability to retain customers on our maintenance and product support program, the expansion of our partner network and the ability of these partners to effectively sell our products and the "Important Factors That May Affect Our Business, Our Results of Operations and Our Stock Price" described in our annual report on form 10-K and our quarterly report on form 10-Q and other filings with the Securities and Exchange Commission which are available on our investor relations home page at www.onyx.com/investors. Readers are cautioned not to place undue reliance upon these forward-looking statements that speak only as to the date of this release. Onyx undertakes no obligation to update publicly any forward-looking statements to reflect new information, events or circumstances after the date of this release or to reflect the occurrence of unanticipated events. Onyx is a registered trademark of Onyx Software Corporation in the United States and other countries. Other product or service names mentioned herein are the trademarks of their respective owners.