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JETFORM "TAKES OFF" WITH SERVICESOFT's INTELLIGENT eSERVICE SOLUTIONSJetForm to Leverage Servicesoft Solutions to Provide Best-of-Class Customer ServiceNatick, MA/Ontario, Canada - October 13, 2000 - Servicesoft, Inc., a provider of intelligent eService solutions, today announced that JetForm Corporation (Nasdaq: FORM; TSE: JFM), a global provider of e-process solutions, has adopted the Servicesoft® 2001 suite to significantly reduce costs, while providing its customers with extraordinary and expedient service - ultimately leading to increased customer satisfaction. Specializing in enterprise workflow solutions, JetForm provides services and products to more than 7,000 corporations and government organizations worldwide. JetForm had been relying on a toll-free call center, e-mail and fax to handle all of its customer needs. As the company grew its customer base, the cost to answer basic questions and issues raised by a customer via phone increased significantly, and with the increased volume, the company's high standards in response and turnaround time became more and more difficult to achieve. The company looked for a solution that would allow for an intuitive and searchable knowledge base to be made available directly to its clients, removing the need for customers to wait in queue for one of JetForm's customer service representatives to respond to any issues or concerns. JetForm chose Servicesoft 2001. "Out of all of the eService options available today, the Servicesoft 2001 suite is, by far, the best choice around," said Ted Capes, senior vice president, customer satisfaction and business processes. "The intelligence that is inherent in the suite enables JetForm to proactively address customer issues, while keeping costs at a minimum. The Servicesoft 2001 suite is exactly what we were looking for." "JetForm's decision to go with Servicesoft truly validates Servicesoft's value proposition," states Massood Zarrabian, Servicesoft president and CEO. "JetForm needed a cost-effective solution that encapsulated a comprehensive knowledge base, and Servicesoft delivers the most robust product on the market. As a result of choosing Servicesoft, JetForm will provide its customers with the best customer service possible, while saving money at the same time." Based on an industry leading, intelligent, multi-channel knowledge platform, Servicesoft solutions enable optimized communications - for both proactive and agent-assisted service. Servicesoft will provide these capabilities, found within the Servicesoft 2001 suite, to JetForm through the following components and features: Servicesoft Self-Serviceä allows an organization to easily create, deploy, and maintain a knowledge base of consistent, accurate advice. It also delivers intelligent self- service via the Internet and assisted service to customer service representatives delivering consistent, high quality and easily accessible answers. Servicesoft Email Responseä enables organizations to manage and monitor the growing tide of inbound and outbound e-mail by leveraging the existing e-mail infrastructure with automated response and report generating capabilities to improve customer satisfaction. Servicesoft Live Collaborationä humanizes the way businesses and customers communicate on the Internet. Designed using text chat, voice, and multimedia collaboration to create an environment built on personalized interaction. JetForm plans to deploy the Servicesoft 2001 suite by the end of the year. About JetForm Corporation JetForm Corporation makes Web-based software solutions that automate business processes and transform them into "e-processes." JetForm helps companies and government to operate efficiently and effectively, to grow revenues, lower operating costs and reduce cycle times. The company's strength is in intelligent XML forms, process automation and electronic document output. With operations in 11 countries, and a global network of partners, JetForm is uniquely positioned to address the needs of international business. For more information, check out http://www.jetform.com . About Servicesoft, Inc. Servicesoft, Inc. ( http://www.servicesoft.com ) is a leading provider of intelligent eService solutions. Its breakthrough eService solution, Servicesoft 2001, combines self-help and assisted service, e-mail management, live collaboration and more using a single, intelligent knowledge platform. As the only truly integrated, multi-channel eService solution on the market today, Servicesoft 2001 enables businesses to provide extraordinary, proactive customer service via the Internet, ultimately helping companies to increase customer loyalty and satisfaction, reduce operating expenses and increase overall return on investment. Furthermore, Servicesoft solutions maximize an organization's call center and e-commerce investments by easily integrating with the existing technology, including automatic call distributors (ACD), customer relationship management (CRM) systems, databases, and e-commerce applications. Major companies worldwide, such as Cisco Systems, Motorola, IBM, Eddie Bauer, GTE, and Verio rely upon the company's award-winning offerings. The company's partners include leading call center, system integration, and customer relationship management companies. Privately held, Servicesoft has global headquarters in Natick, Massachusetts, European, Middle East and Africa (EMEA) headquarters in the United Kingdom and offices throughout the U.S., Canada and Europe. Servicesoft, Servicesoft Self-Service, Servicesoft E-mail Response, Servicesoft Live Collaboration and Servicesoft 2001 are registered trademarks or trademarks of Servicesoft, Inc. All other brands and products referenced herein are acknowledged to be registered trademarks or trademarks of their respective holders. Editorial Contact: Jessica Mayo Servicesoft, Inc. (508) 653-4000, Ext.3356 jmayo@servicesoft.com top of page |
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