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ULTRAMAR DIAMOND SHAMROCK STANDARDIZES ON MAGIC TOTAL SERVICE DESK FOR ENHANCED CUSTOMER SERVICEOne of the Largest Independent Refining Companies Selects Magic Solutions' Market-leading Service Desk to Support More Than 1,500 Stores in North AmericaSANTA CLARA, Calif., -- Magic Solutions, a Network Associates Inc. (Nasdaq: NETA) business, today announced that Ultramar Diamond Shamrock (NYSE:UDS), one of the largest independent refining and marketing companies in North America, has standardized on the Magic Total Service Desk (TSD) product to enhance the company's internal and external customer service capabilities. Magic Solutions' 100 percent browser-based service desk product combines an enterprise-level support management solution integrated with desktop, network and event management tools to provide a service desk suite that automates the entire e-business support management process.Ultramar Diamond Shamrock has tailored the Magic Total Service Desk solution, one of the industry's first customizable service desks, to record all incoming customer complaints and point of sales calls. The product is also being used internally to streamline business processes by monitoring project management and as an internal resource for the human resources department. "Customer service is a major differentiator in any business relationship," said Truman Kelley, Magic representative for Ultramar Diamond Shamrock. "Magic Solutions will enable Ultramar Diamond Shamrock to improve on our productivity and quality of service. We selected the Magic Total Service Desk product over other help-desk products for its ability to scale as our organization expands and for its ability to be customized to meet the individual criteria of various internal projects" "Magic Solutions' web-based architecture and comprehensive customization capabilities make it an ideal solution for customers wanting to offer or improve support management services," said Les Vaughn, president of Magic Solutions. "With the Magic Total Service Desk product, a company of Ultramar Diamond Shamrock's size is able to provide a service desk solution that can easily scale as the organization grows." Ultramar Diamond Shamrock Corp., with about $15.0 billion in annual revenues and more than 20,000 employees, operates six refineries in the United States and Canada with a total throughput capacity of 682,000 barrels per day and has over 5,000 branded retail gasoline/convenience merchandise stores, the majority of which are branded Diamond Shamrock, Ultramar, Beacon or Total. The corporation also has growing petrochemicals and home heating oil businesses. The Magic Total Service Desk product is a tightly integrated, 100-percent Web-based solution providing support personnel with a comprehensive desktop management suite, remote control capabilities, event management, and network management solutions. These features, combined with customization and self-service desk capabilities, enable users to attend to and resolve e-business support problems quickly and efficiently. The Magic Total Service Desk suite also builds on several key areas for automating the e-business support process in large and small organizations, including Web-based database and user interface customization; broad support management functionality; enterprise tool integration; business process automation, and a scalable, extensible architecture. About Magic Solutions Magic Solutions, a Network Associates business, is a leading provider of Web-based e-business service desk solutions, offering enhanced capabilities to customize aspects of the internal and external support process. According to leading research firms, International Data Corporation and Dataquest/Gartner Group, Magic Solutions is a leading provider of service desk applications on Windows 3.X, 9X and NT platforms. The Magic Total Service Desk suite provides an integrated, process-oriented e-business support solution that delivers the high levels of service with efficiency. The Magic Solutions suite of products includes Magic Help Desk Enterprise Edition, ZAC 2001 for desktop inventory management and Remote Desktop 32 (RD 32) for remote control. For more information about Magic Solutions, please visit www.magichelpdesk.com. About Network Associates With headquarters in Santa Clara, Calif., Network Associates, Inc. is a leading supplier of security and availability solutions for e-business. Network Associates' five business units -- PGP Security (firewall, intrusion detection and encryption), Sniffer Technologies (network and application management), Magic Solutions (web-based service desk solutions), McAfee (anti-virus), and myCIO.com (security and anti-virus services) -- all produce best-of-breed solutions leveraging core technologies to provide the security and availability needed for e-business. Network Associates also owns 82 percent of McAfee.com, one of the world's largest business paid subscriber application service providers. For more information, Network Associates can be reached at 972-308-9960 or on the Internet at www.nai.com. NOTE: Network Associates, McAfee, PGP, Sniffer, and Magic Solutions are registered trademarks of Network Associates and/or its affiliates in the United States and/or other countries. All other registered and unregistered trademarks in this document are the sole property of their respective owners. Editorial Contact: Katie Bromley Porter Novelli Convergence Group 415-975-2226 katie.bromley@pnicg.com top of page |
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