Made2Manage Systems Receives Top Honor for Customer Support Web Site

Company Joins Microsoft Great Plains, Cisco Systems, Cognos and Pervasive Software in Receiving 'Ten Best Web Support Sites of 2002' Recognition

Tuesday September 10, 10:00 am ET

CHICAGO and INDIANAPOLIS, Sept. 10 /PRNewswire-FirstCall/ -- Made2Manage Systems Inc. (Nasdaq: MTMS - News), a leading provider of comprehensive enterprise business systems for mid-market manufacturers, announced today at the IMTS Manufacturing Conference in Chicago that its customer service Web site, M2M(TM) Expert, was named one of the "Ten Best Web Support Sites of 2002" by the Association of Support Professionals (ASP). The ASP award, which is given to companies that show outstanding Web-based support for software and technology products, marks the second Web-based service and support honor awarded to Made2Manage Systems this year. The Service & Support Professionals Association (SSPA) honored M2M Expert with its WebStar Service Award in February 2002.

ASP selected this year's "Ten Best Web Support Sites of 2002" by evaluating 63 different Web sites in two categories: Open Division and Small Company Division. ASP judges evaluated overall usability, design and navigation; knowledgebase and search engine; interactive features; personalization; and major site development challenges in order to select the winners. Joining Made2Manage Systems on the top 10 list are: Cisco Systems, Cognos, Crystal Decisions, Microsoft Great Plains, National Instruments, Network Associates, eHelp Corporation, Lexign and Pervasive Software.

The ASP is a professional association made up of more than 1,100 support managers in PC software companies. More information about the ASP and its Ten Best Web Support Sites awards may be found on the ASP's Web site at www.asponline.com .

"The Made2Manage support site works especially well because the developers didn't just try to drive users to a cheaper form of support delivery," said ASP Executive Director Jeffrey Tarter. "The site was designed from the beginning as a superior alternative to one-on-one phone support. This is clearly a company that listens to its customers and uses their feedback to keep improving the support experience."

M2M Expert Offers Award-Winning Features

Todd Schulte, M2M Expert manager, said that M2M Expert has strengths in each of the criteria appraised for the ASP Award winners. Schulte praised M2M Expert's Ask Expert knowledgebase, a vast cognitive database of inquiries and resolutions searchable by both customers and support analysts 24/7. Schulte also pointed to the site's interactive features, including M2M Service Net, which allow Made2Manage customers and support analysts to meet for virtual chats and exchange vital diagnostic information.

Another interactive feature is M2M Expert's exclusive M2M University program. M2M University, a subscription-based education service, allows Made2Manage instructors to hold real-time virtual courses on different applications within the Made2Manage® Enterprise Business System product suite. In a M2M University classroom session, Made2Manage customers and instructors can collaborate and interact with one another by using a variety of tools, including application sharing, chat rooms, polling, whiteboards and live audio via teleconferencing.

"We feel that calling M2M Expert a 'customer support' site is limiting, which in turn limits what we can provide for our customers," Schulte said. "We would rather broadly define M2M Expert as a customer service site. This gives us more flexibility to provide our customers with tools you won't find on a typical support site."

M2M Expert's weekly Expert Connection Newsletter, User Exchange area, various bulletin boards, along with its feature-rich support service center and M2M University demonstrate how the site caters to both specific and general customer needs.

For Sandi Kallas, accounts receivable and Made2Manage administrator for Criterion Machine Works, a tool and die manufacturer, her experience with M2M Expert has been very positive.

"Between the bulletin boards, Ask Expert knowledgebase and online support, I have been able to solve most of my problems ... very easily," she said. "I would say that the bulletin boards are my favorite part of the site. I have gained great insight into how other users are handling their businesses with Made2Manage and been able to apply some of their ideas to our business. It helps me get a view of what the rest of the country is doing in their day-to- day operations."

Moving forward, M2M Expert will be re-launched using Microsoft .NET technology. Schulte said that when the site is unveiled later this month, M2M Expert will have greater functionality, a tighter integration with the Made2Manage product suite, higher speed and additional features.

About Made2Manage Systems Inc.

Made2Manage Systems delivers a comprehensive, fully integrated Enterprise Business System designed specifically for the unique needs of mid-market businesses. The enterprise solution addresses the most critical business processes facing mid-market manufacturers, creating a system that requires minimal customization and administration. Utilizing Microsoft technology, the end-to-end solution guarantees Made2Manage customers get their businesses online and working efficiently as quickly as possible, helping them to compete effectively against growing global competition. With more than 25,000 licensed users, Made2Manage works with leading suppliers behind some of the nation's biggest brand names. Visit the Made2Manage Systems Web site at www.made2manage.com. Made2Manage Systems can be reached via e-mail at info@made2manage.com or by calling (800) 626-0220.

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Source: Made2Manage Systems Inc.

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