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Servicesoft Used at Stanford University To Improve Benefits Services

Technology Will Better Connect Staff to University Benefits Program

NATICK, Mass. - November 30, 2000 - Servicesoft, Inc., a provider of
intelligent e-service solutions, today announced that Stanford
University has successfully implemented Servicesoft's knowledge-based system,
Servicesoft 2001, to enable human resources staff to access timely and
accurate information regarding employee benefits via the university's
Intranet.

"Working with Servicesoft has enabled the Benefits department to create
a flexible content management system with a reliable user interface that
is convenient for our staff," said Lauren Schlezinger, benefits services
manager, Stanford University.  "Furthermore, the Servicesoft solutions
supplied us with a robust and standard-supporting architecture that
allows for easy customization."

With only 20 representatives in the benefits department to support the
information needs of 13,500 current and retired faculty and staff, the
strain of providing consistent and reliable information was taking its
toll. The benefits department relied heavily on the representatives available
during office hours to answer faculty questions but knew that many, more
important questions would remain unanswered.  

To handle the demand, Stanford implemented an email and knowledge-based
tool with an integration of Remedy® software for internal assisted service by
human resources.  Through this tool, benefits representatives are able
to answer questions through a knowledge base - no matter how long they've
been on the job.   

"As a result of this implementation, Stanford's human resources staff
will be able to benefit from a comprehensive knowledge base that is available
to them day or night," said Massood Zarrabian, CEO and president at
Servicesoft.  "We are proud of the fact that Servicesoft is empowering
Stanford with the most intelligent system available on the market
today."

Now, the benefits department has information available around the clock
via its Intranet site to provide consistent, accurate data regarding the
benefits program, enabling the faculty to retrieve information on their
own at times that are convenient to their schedules.  The system will also
ensure that content and information is consistent across several
mediums, including the Web site and brochures, allowing for a centralized source
for benefits representatives.

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
 
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