SYBASE ANNOUNCES EXPANDED CUSTOMER SERVICE PROGRAMS FOR THE ON-LINE ENTERPRISE New Programs Reinforce Sybase's Commitment to Helping Customers Build Business Critical, Client/Server-Based Solutions for the On-Line Enterprise EMERYVILLE, CA, June 1, 1992 -- Sybase, Inc. today announced new customer service programs reinforcing Sybase's commitment to helping customers develop business-critical, enterprise-wide, client/server applications. Sybase, Inc. develops and markets the SYBASE system, a leading client/server-based relational database management system (RDBMS) product family for developing on-line, enterprisewide applications. The new programs include: new technical support and customer relations support programs which increase the range of services offered; extended consulting now available throughout the U.S. and in Europe; and expanded education services. The worldwide customer services organization -- which includes technical support, customer relations support, consulting, and education -- is the responsibility of David Peterschmidt, the vice president and general manager of worldwide field operations, who joined Sybase in 1991. Mark B. Hoffman, Sybase president and CEO, commented on the company's emphasis on customer service, "Business-critical applications based on the client/server architecture represent a new paradigm in computing. We have over 4,000 customers who have turned to Sybase to build advanced client/server applications. Often, these applications are running critical parts of the business and are deployed worldwide. Our customers have come to us because of our technology leadership -- they stay with us because we provide the services to ensure that they are successful." Customer Services Sybase provides its customers with multiple customer service programs that are available on a worldwide basis. The customer services area includes: technical support to resolve technical product issues; customer relations support to provide non-technical assistance; consulting services to implement heterogeneous client/server applications; and education services to ensure effective technology transfer for customer success. David Peterschmidt commented, "Providing consistent worldwide support for business critical applications is key to all of our support programs -- from technical support to customer relations support to consulting and education. Many of our customers are multi-national and are deploying advanced client/server applications throughout their worldwide organizations. We are committed to providing them the level of service they need to implement an enterprise-wide computing architecture." New Technical Support Programs Sybase technical support options have always included business-critical 7 days a week support, which is staffed 24 hours a day to ensure high quality service. In addition, Sybase has established two technical support centers in North America and Europe, and a third is planned for Asia this year. These centers are connected by a network to allow electronic transfer of support information. Each center employs the same customer interface methodologies allowing customers to receive the same consistent level and type of support anywhere in the world. To provide an even higher level of technical support for on-line, globally distributed applications, Sybase has introduced the Alliance Premium Support program. The Alliance Premium Support program dedicates a single technical support staff person to a customer. That Sybase employee, a senior analyst, is responsible for the success of the customer. The analyst gains in-depth knowledge of the customer's application through on-site visits and telephone communication. Responsiveness to the customer's needs is assured because of the analyst's extensive knowledge of the customer environment and application. Sybase's technical support department also offers the SYBASE INSIGHT -- OnLine Information Center. INSIGHT is an electronic bulletin board which provides the most basic and frequently requested information. It provides on-line access to information such as commonly asked technical questions and answers, a troubleshooting guide, bug information, International User Group information, current press releases, and Value Added Remarketer (VAR) and Synergy Partner information. INSIGHT also provides an information exchange forum so that customers can interact with each other as well as with Sybase. Customer Relations Support Sybase provides a unique program to ensure customer satisfaction -- customer relations support for non-technical information. Since its recent establishment, the customer relations support department has expanded its staff and maintained its focus on complete customer satisfaction. This department acts as a single-point-of-contact for customers on issues ranging from shipping questions to product compatibility to availability dates to billing information. The customer relations support representatives function as advocates for customers within Sybase. The group is available to all Sybase customers with a maintenance agreement by calling 510/596-3333. Consulting and Education In April 1992, Sybase consolidated the operations of its independent subsidiary, SQL Solutions, into its corporate operations. The result is that SQL Solutions consulting services are now seamlessly integrated with Sybase sales and support operations. The consulting organization, called Sybase SQL Solutions, provides consulting on an international basis with consultants throughout North America and in Europe. Another change to provide better service is the consolidation of the education department into the consulting area. The synergy between consulting and education will result in a practical, implementation-based approach to teaching. In addition, Sybase has opened 3 new learning centers around the country since January -- in Los Angeles, Denver, and Albany -- bringing the total to 13 learning centers in North America. Additional learning centers are being planned for Europe and Asia. Sybase has also increased the number of training courses, with 50% more classes offered in 1992 than in 1991. To further support customers globally, Sybase will release, in mid-summer, 5 self-paced, DOS-based training courses including: Transact-SQL Tutor for new, intermediate, and advanced users; Understanding Relational Databases; and Logical Relational Database Design. -------------------------------------------------------- SYBASE APPOINTS VICE PRESIDENT, CORPORATE QUALITY Focus on quality products and services is key to Sybase's success in helping customers build client/server applications for the on-line enterprise EMERYVILLE, CA, June 1, 1992 -- Sybase, Inc. today announced the appointment of Malcolm (Mike) Macfarlane to the newly created position of vice president, corporate quality. Sybase, Inc. develops and markets the SYBASE' system, a leading client/server-based relational database management system (RDBMS) product family for developing on-line, enterprise-wide applications. Macfarlane reports directly to Mark Pine, Sybase's vice president of engineering. However, Macfarlane's responsibilities include quality as it affects customers in all functional areas, including: consulting, customer relations support, education, engineering, finance, marketing, shipping, and technical support. Macfarlane joins Sybase from Cadence, where he was vice president of corporate quality. He conceived of and contributed to many of the programs implemented at Cadence to improve quality and to raise customer satisfaction. In addition to primary experience in quality management and software engineering, he has an extensive marketing background. Macfarlane will be based at Sybase corporate headquarters in Emeryville, CA. Mark Pine said, "Sybase customers are building complex client/server-based applications for on-line, enterprise-wide computing. In these types of business critical applications, quality is as important as functionality. Mike's skills and experience will ensure that Sybase is as well known for its quality leadership as it is for its technology leadership." Mike Macfarlane added, "For the past several years I have dedicated myself to helping software companies develop quality programs and service organizations. I am excited by the opportunity to help Sybase continue to build quality into its organization as well as to improve the quality programs that Sybase has already begun." Sybase Quality in Products and Services Macfarlane will contribute to Sybase's global strategy of integrating operations worldwide to ensure that all customers receive the highest quality services and products. He will be responsible for further developing the infrastructure of quality within Sybase, including the tools and training that the company needs to measure its programs to improve quality. Macfarlane will be surveying customers as a critical part of this process and his initial emphasis will be on technical support and product engineering. Other areas, from order administration to product shipment, will also be addressed as part of Macfarlane's focus. He will be responsible for developing new processes and improving current processes to increase overall customer satisfaction. Macfarlane's Background Macfarlane, 46, has over 20 years of experience in high technology marketing and engineering. He joined Cadence, when it merged with E-CAD, as the vice president of marketing. In addition, Macfarlane has held a variety of management positions with Market Navigators, Enhansys, Gartner Group, and Systems Engineering Labs. He began his career with Xerox Data Systems in a research and development capacity. Macfarlane received his B.S. in Geophysics from the University of California at Berkeley and his M.B.A. from Pepperdine University. Sybase, Inc. Sybase, Inc. (NASDAQ: SYBS) develops and markets the SYBASE system, a leading client/server-based RDBMS product family for developing on-line, enterprisewide applications. The company offers proven technology, combined with services and alliances, to provide customers with complete desktop to mainframe solutions. Sybase markets its products worldwide through its direct sales force, telesales, distributors, OEMs, VARs, and systems integrators. Sybase Inc, 6475 Christie Ave, Emeryville, CA 94608 510-596-3500 +---------------------------------------------------------------+ | From the America Online New Product Information Services | +===============================================================+ | This information was processed with OmniPage Professional OCR | | software (from Caere Corp) & a Canon IX-30 scanner from data | | provided by the above mentioned company. 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