INGRAM MICRO SELECTS CLARIFY SOFTWARE TO AUTOMATE NEW SERVICE, SUPPORT CALL CENTER

LAS VEGAS, Nevada, Nov. 17, 1998

Ingram Micro Inc. (NYSE:IM), the world's leading wholesale distributor of technology products and services, today announced that it has selected Clarify (NASDAQ: CLFY) to automate its new call center to receive and dispatch service and support calls across its global network of resellers. The center will serve as the hub of communication and coordination for members of the Ingram Systems Group (ISG) and the National Service Network (NSN), which are both administered by Ingram Micro.

ISG is a sales and service organization of independent resellers that focus on enterprisewide solutions for Fortune 1000 corporations. ISG members provide products, consulting, design, engineering, installation and maintenance services to major accounts worldwide. NSN is a group of more than 250 independent resellers that offer service programs for regional and national customers. NSN resellers work together to extend their service capabilities globally. NSN resellers leverage the support of other trained and certified providers across the nation to service customers in a non-competitive way -- in effect allowing the independent, regional reseller to offer all the benefits of a national service provider.

Based at Ingram Micro's headquarters in Santa Ana, Calif., the new Clarify system will be used to manage service and support calls on a wide range of hardware and software products. Ingram Micro and its ISG/NSN members will utilize Clarify's front office suite and the Internet to log, track, dispatch and manage worldwide service and support calls.

According to Randy Jones, Ingram Micro's vice president of services, communication and coordination among all parties is key. "By teaming with Clarify, we are confident that we will be able to provide seamless communication between Ingram Micro, the call center and our valued ISG and NSN members. The ultimate goal here is to support our members by providing them the infrastructure they need to deliver world class service," Jones said.

Complete Front Office Solution

Developed to streamline the service process and build long-term customer relationships, Clarify's front-office solution will be used to ensure accountability, appropriate escalation as necessary, and timely problem resolution within service agreements. The call center will identify the appropriate regional ISG or NSN member, dispatch the request for service, and communicate results back to the originating party.

Bob Spinner, senior vice president of worldwide sales for Clarify, highlighted the companies' mutual commitment to easing extended enterprise support, reducing resolution time and enhancing customer loyalty. "Ingram Micro recognizes the value that a collaborative service and support arrangement provides to enable resellers to grow their businesses. The Clarify system will help Ingram Micro's ISG and NSN members effectively and efficiently manage their customer relationships across multiple, distributed office locations -- and position themselves for increased growth," said Spinner.

Activities to be managed by the Clarify system include network troubleshooting, hardware and software installation, and equipment repairs. Ingram Micro purchased the full suite of Clarify service and support products, including:

• ClearSupport to manage all aspects of call handling, including logging cases, setting priorities, routing cases, verifying contracts, reviewing case histories, managing configurations and tracking case-related costs
• ClearLogistics for cost-effective inventory management within response-time agreements including taking orders, shipping parts, receiving repairs, and tracking these activities' financial impact
• ClearEnterprise e.link to enable resellers to electronically share customer problem, solution and opportunity information across multiple sites regardless of their computing or front office platform
• ClearExpress WebSupport will enable Ingram Micro's ISG and NSN members to offer customer service and support using the World Wide Web
• ClearContracts to automate key contract information and processes such as complex quoting, renewals, financial management and entitlement tracking
• ClearQuality records all defect-related information and maintains a detailed audit trail of change request activities
• ClearHelpdesk to manage Ingram Micro's internal IT support, including network monitoring, problem resolution, and asset management

Ingram Micro will be building the call center on Microsoft technology, with Windows NT servers and the SQL Server database management system. The Clarify system rollout is already underway and is slated for completion in the first quarter of 1998.

ISG And NSN Membership

ISG and NSN members are selected based on service authorizations and geographic location to ensure they complement each others' capabilities.

ISG members are required to have Internetworking Services Practice Certifications. They undergo an initial and annual financial review, and pay quarterly membership dues. All ISG members also belong to NSN. NSN members are required to have sales authorizations and pay monthly membership dues.

Resellers interested in joining ISG or NSN may call Bob Stegner, Ingram Micro's senior director of ISG, at (714) 566-1000, ext. 25186.

Ingram Micro Services For All Customers

Ingram Micro offers a one-stop shop for resellers that provide services. Resellers can take advantage of custom configuration through Ingram Micro's Frameworks Total Integration Services. Resellers can also turn to Ingram Micro for classroom and self-paced IT training, certification, help desk, warranty upgrades, hardware and software maintenance, networking support and installation -- which they resell to their end user customers. Ingram Micro offers both custom and packaged service solutions from more than 30 manufacturers, as well as the National Service Network and Ingram Systems Group. For more information on Ingram Micro services, resellers should contact their sales representative at 1 (800) 456-8000.

About Clarify

Clarify is the leading provider of front-office solutions that bring companies closer to their customers. The company's proven approach to sales and support solutions has made it the trusted partner of Global 1000 corporations, such as Amoco, Cisco Systems, GE Medical Systems, Georgia-Pacific, Hewlett-Packard, MCI, Microsoft, Motorola, Sprint PCS, Toyota and Transamerica. Clarify focuses on delivering total solutions through strategic alliances with world-class companies including Aspect Telecomm, Cambridge Technology Partners, CrossRoads Software, Ericsson, Ernst & Young LLP, KPMG and Nortel. Founded in 1990, Clarify is headquartered in San Jose, Calif. Its products are sold through sales and service offices throughout the world. Clarify can be reached at (408) 573-3000; via e-mail; or via the Web.

About Ingram Micro

Ingram Micro Inc. (NYSE:IM), headquartered in Santa Ana, Calif., is a leading provider of assembly and integration services, with 1996 sales of $12 billion. The company operates in 21 countries and distributes more than 145,000 products to more than 100,000 resellers in 120 countries.

Contact

Kirsten Frosh
Ingram Micro Inc.
(714) 382-2727

Cara Stewart
Ingram Micro Inc.
(714) 382-1404