Press Release - ServiceSoft Corporation
Company ProfileMotorola Relies Upon ServiceSoft's Web Advisor For Improved Product Support at its GSM Products Division
NEEDHAM, Mass.--(BUSINESS WIRE)--Dec. 15, 1998--ServiceSoft Corporation, the leader in Web-based knowledge management solutions for customer service, today announced that Motorola Corporation has deployed ServiceSoft's automated support products to deliver intelligent advice to the call center and field service personnel at its Global Systems for Mobile Communications (GSM) Products Division. ServiceSoft's Web Advisor(R) and Knowledge Builder(R) will allow the GSM Products Division, which is responsible for developing, marketing and manufacturing the network infrastructure for digital cellular phones, to realize significant cost savings by allowing support personnel to answer questions quickly and accurately.
"We were impressed with ServiceSoft's software, especially after having worked with a number of different knowledge management products over the last couple of years," said Tim Charity, manager of applied technology and knowledge engineering at Motorola. "ServiceSoft's Web Advisor and Knowledge Builder have proven to be the only solutions with the flexibility, advanced functionality and ease of development that we need. These products are truly capable of growing with the company as our demands and requirements evolve."
ServiceSoft's Web-based customer service solution answers Motorola's need to share information throughout the company. Web Advisor, which is currently deployed on Motorola's extranet, provides all GSM employees with direct access to knowledge bases of proven support information that have been created with ServiceSoft's Knowledge Builder software. By sharing this existing information, GSM support and field service personnel can solve problems more effectively by consistently delivering accurate advice.
Web Advisor's intelligent user interface enables GSM call center agents to easily find information within the support knowledge bases, so they can quickly and conveniently answer most questions without extensive research or having to escalate to a specialist. The ability to access the knowledge bases from Motorola's extranet is particularly important for GSM field engineers, who frequently travel to customer sites throughout the world to diagnosis and repair network problems as soon as they occur. The immediate access to support expertise provided by Web Advisor helps Motorola's field engineers solve customer problems without having to make a call to the support desk.
"Motorola has a powerful global presence and a sterling reputation for using innovative technology to realize business benefits," said David Tarrant, ServiceSoft's president and CEO. "We're proud that an organization of Motorola's caliber and forward-thinking nature recognized the immense advantages Web Advisor and Knowledge Builder offer as an automated support solution."
Motorola GSM Products Division, based in Swindon, United Kingdom, purchased Web Advisor and Knowledge Builder through service management specialist Tertio Limited, one of ServiceSoft's European distributors. ServiceSoft's products are distributed and supported throughout Europe by its European headquarters in Antwerp, Belgium and by leading value-added resellers.
About ServiceSoft
ServiceSoft Corporation (www.servicesoft.com), headquartered in Needham, Mass, is the leader in web-based knowledge management for automated customer service. It offers the industry's leading suite for harnessing customer service expertise, and instantly guiding end users and support professionals to the right solutions via the Web. ServiceSoft's Knowledge Builder(R) and Web Advisor(R) enable Global 2000 companies such as Xerox, Wang Global, Intel and Cisco Systems, to enhance customer satisfaction by delivering accurate advice that quickly answers their questions. Breaking new ground with its Expert Reasoning and advanced collaboration technologies, ServiceSoft helps companies deliver problem-resolution solutions to support professionals and intelligent self-service support to customers and employees.
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ServiceSoft, Web Advisor, Knowledge Builder, Expert Reasoning, Workflow Editor, Advice Library for Desktop Computing, and Smart Answers on the 'Net are registered trademarks or trademarks of ServiceSoft Corporation. All other products or company names are registered trademarks or trademarks of their respective owners.
http://www.servicesoft.com
Contact:
Leila Dillon
Manager, Marketing Communications
ServiceSoft Corporation
781.449.0049 ext.238
ldillon@servicesoft.com
The Weber Group
Amy Conefrey/Maureen Clancy
617-441-4000 ext. 235/239
aconefrey@webergroup.com
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