Press Release - Silknet Software

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Dan's Chocolates Selects Silknet's E-business Solutions to Support On-line Chocolate Store

On-line Chocolate Seller To Use Silknet eBusiness System and Silknet eService to Create Personalized Customer Experiences

MANCHESTER, N.H.--(BUSINESS WIRE)--Nov. 22, 1999-- Silknet Software, Inc. (NASDAQ: SILK - news), today announced that danschocolates.com, a new on-line chocolate brand, will implement Silknet's e-business solutions to create personalized experiences for Dan's Chocolates' on-line customers. Dan's Chocolates is a former subsidiary of Bluemountain.com. Bluemountain.com was recently purchased by ExciteAtHome.

Silknet eBusiness System(TM), a Web-based, e-business framework, will provide Dan's Chocolates with a highly scalable, Web-based foundation for managing interactions with its customers. Silknet's Web-based customer service application, Silknet eService(TM), will enable Dan's Chocolates to provide self-service functions for its on-line customers, implement Web-based package and order tracking and build an extensive customer knowledge base. By enabling Dan's Chocolates to gather and retain extensive customer shopping histories, Silknet's solutions will provide customers with personalized interactions whether they are buying, checking orders or seeking help.

``Silknet Software will enable Dan's Chocolates to deliver immediate, state-of-the-art service to our on-line customers, providing them with a seamless on-line chocolate shopping experience,'' said Ted Richardson, chief marketing officer for Dan's Chocolates.

The professional services firm of Deloitte & Touche LLP assisted Dan's Chocolates in developing and implementing its on-line e-business strategy. After Deloitte & Touche e-business consultants helped evaluate several alternatives, Dan's Chocolates selected Silknet eBusiness System and Silknet eService as the main applications for Dan's Chocolates' customer care initiative. Dan's Chocolates chose Silknet systems because of its excellent e-customer relationship management (eCRM) functionality, combined with a solid e-business framework and rapid deployment model.

``In the e-economy, new companies can level the playing field with established companies if they can build an e-business model that focuses on building and keeping lasting relationships with customers,'' said David Fowler, vice president of marketing for Silknet Software. ``Dan's Chocolates is a perfect example of an innovative company using Silknet's eBusiness technology to directly reach millions of customers and we are proud to be part of their business.''

About Silknet's E-business Solutions
Silknet eBusiness System is a Web-based platform for building, deploying and configuring customer-centric e-business applications. Silknet eService, built upon Silknet eBusiness System, is a customer service application that enables a company to provide customer self-service and collaboration using the Web, e-mail, the telephone and other messaging media. Silknet eCommerce(TM), a Web-based solution for building and managing an electronic storefront, is the first e-commerce solution to integrate e-service.

About Dan's Chocolates
Dan's Chocolates is a corporation founded on chocolate and charity. All our chocolates are handmade right here in the United States and feature the freshest, yummiest and highest quality ingredients. Dan's business practice revolves around a charitable model, in which five percent of the purchase price of every box of chocolate sold goes directly to charity. This isn't just lip service, it's not an afterthought - it's why Dan started the company. Dan's Chocolates is a former subsidiary of Blue Mountain Arts, whose Internet arm is bluemountain.com: the leading communication site featuring the most widely used electronic greeting cards in the world. Dan's Chocolates can be reached through www.danschocolates.com or by calling (888) 989-DANS.

Five percent of every Dan's Chocolates' purchase will go directly to a charitable organization chosen by the customer from a list on the site. Charter charities include Oxfam America, CARE, Accion International, Project Bread and Citizen Schools.

About Silknet Software, Inc.
Silknet Software, Inc. (NASDAQ:SILK - news) provides the industry's leading customer-centric e-business applications and systems for Global 2000 and dot.com companies such as Office Depot, Microsoft, Priceline.com, Beyond.com, Sprint, Utility.com, Inacom and Bell Canada. Built from the ground up with Web technologies and standards, Silknet's software allows companies to build strong customer relationships through personalized marketing, sales, electronic commerce and customer support services. Silknet's approach integrates all customer interactions and data whether across the Web, by phone, through e-mail or in person, providing the company's agents, partners and the customers with a single view of their relationship. Silknet is headquartered in Manchester, N.H., with offices across North America and in Europe. Additional information can be obtained on the World Wide Web at http://www.silknet.com or by calling Silknet at 603/625-0070.

Silknet eService, Silknet eCommerce and Silknet eBusiness System are trademarks of Silknet Software. All other trademarks are the property of their respective holders.

Any statements contained in this press release that do not describe historical facts, such as the statements about Silknet's customer relationships, may constitute forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Any forward-looking statements contained herein are based on current expectations, but are subject to a number of risks and uncertainties. There can be no assurance that these customer relationships will provide future revenues.

The factors that could cause actual future results to differ materially from current expectations include the following: fluctuations in customer demand; the Company's ability to manage its growth; the risk of new product introductions and customer acceptance of new products; the rapid technological change which characterizes the Company's markets; the risks associated with competition; the risks associated with international sales as the Company expands its markets; and the ability of the Company to compete successfully in the future, as well as other risks identified in the Company's Securities and Exchange Commission filings, including but not limited to those appearing under the caption ``Risk Factors'' in the Company's Prospectus dated May 5, 1999.

Contact:

Editorial Contact:
Patrick J. Scannell, Jr.
Silknet Software
(603) 625-0070
pscannell@silknet.com

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