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ServiceWare Surpasses the 4,000 Customer Milestone, Certifies 50 Enterprise Implementations This Year
ServiceWare Announces Major New Customers and Significant Incremental Business; Existing Customers Microsoft and Texas Instruments Make Sizable New Investments
PITTSBURGH, PA -- August 24, 1999 -- Internet software company ServiceWare Inc. announced it has surpassed the 4,000-customer milestone with the addition of several prominent industry leaders as enterprise customers for its Business Knowledge Applications, including technical-support knowledge bases and enterprise software for knowledge management and problem resolution. Industry leaders that have signed on as new software customers of ServiceWare include Hewlett-Packard, Charles Schwab Corp., CLARiiON, Computer Discount Warehouse, DecisionOne and United Messaging -- while major existing customers such as Microsoft and Texas Instruments recently made significant incremental investments in knowledge applications from ServiceWare.ServiceWare also announced that so far in 1999, it has certified successful completion of more than 50 customer implementations of its enterprise-wide software solutions for knowledge management and problem resolution. ServiceWare's customers are using its Business Knowledge Applications today to enact strategies for sales, service and support, including self-support for e-business. Customers themselves certify the success of their deployments through Success-PakÔ implementations.
"Acquiring 4,000-plus active customers and certifying more than 50 enterprise-software implementations means that a critical mass of major enterprises recognize the value of ServiceWare's approach, and have committed to it," said Mark Tapling, President of ServiceWare. "By actively using ServiceWare's technology and methods, these organizations are gaining measurable benefits today that help them gain competitive advantage in their local markets."
ServiceWare customers that have successfully implemented its enterprise products represent a cross-section of industry leaders from an array of vertical markets, including financial services, manufacturing, healthcare, entertainment education, technology and government. Among the more than 50 organizations that have successfully implemented ServiceWare's software applications: Pfizer, Lucent Technologies, Marriott International, Hughes Network Systems, Yamaha Corporation of America, Kimberly-Clark, FORE Systems, Acer Inc., Data General, Canon I.T.S., Fleet Services, Wake Forest University, Johnson Controls, Stream International, Texas Instruments, Ingram-Micro, Case Corporation, John Deere, Sulzer Textil, Call Centre Europe, Meijer, Fourth Shift, Saskatchewan Power, the State of Washington and Bear Stearns, among others.
"ServiceWare has established a strong presence as the industry leader and a reputation as the safe choice for other industry leaders," noted Mark Tapling. "This acceptance indicates the scalability and adaptability of our solutions."
New Customers Invest in ServiceWare Solutions
ServiceWare's Internet-based enterprise software for knowledge management and customer care helps its customers deliver easily customized solutions for problem resolution in the context of their respective IT environments. ServiceWare's product offerings include:
- Knowledge BridgeÔ software, which features an automated support mechanism powered by a self-learning engine (the Cognitive ProcessorÒ) for capturing and delivering knowledge learned during customer interaction.
- Knowledge-Pak ArchitectÔ knowledge authoring software for building knowledge bases.
- Knowledge-Pak ViewerÔ, which is a customizable web-based interface for accessing knowledge bases.
- Internet Knowledge KioskÔ, a browser-based interface for customer self-help.
- Knowledge-Pak Desktop SuiteÔ, a suite of knowledge bases for supporting for popular desktop applications, hardware and network operating systems.
- Knowledge-Pak Suite for SAP's R/3Ô, a set of knowledge bases for supporting SAP's R/3 business application.
- Hewlett-Packard has licensed ServiceWare's Knowledge Bridge for enterprise knowledge management.
- Charles Schwab Corporation, a leading financial services provider, has licensed ServiceWare's Knowledge-Pak ViewerÔ and ContributorÔ software products for knowledge management to provide Intranet-based support across the enterprise.
- The CLARiiON Advanced Storage Division of Data General Corporation is the leading supplier of advanced storage solutions to major computer system manufacturers, value-added storage resellers, and system integrators around the world. CLARiiON has invested in ServiceWare's professional services and software licenses for Knowledge-Pak ArchitectÔ, Contributor, Knowledge-Pak Viewer and Universal Search.
- Computer Discount Warehouse, a leading online retailer of brand-name computer products, has licensed ServiceWare's knowledge management software and technical-support content for Web-based self-support.
- DecisionOne, a leading IT outsourcer, has licensed ServiceWare's Knowledge-Pak Viewer and Knowledge-Pak Architect software to develop, access and manage a sophisticated new knowledge base. DecisionOne operates a WAN implementation spanning multiple call-center LANs geographically dispersed in several locations. Support technicians will use the knowledge base not only to find and deliver existing solutions, but add new ones. DecisionOne plans to speed problem resolution and reduce call times dramatically.
- United Messaging, a leader in delivering high performance electronic messaging services for organizations with mission-critical e-mail networks, has licensed ServiceWare's Knowledge-Pak Architect and Knowledge-Pak Viewer software, including an Internet Server license, as well as professional services.
Existing customers Microsoft Corporation (NASDAQ: MSFT) and Texas Instruments (NYSE: TXN) each committed to significant incremental investments in ServiceWare to build upon already successful implementations.
Microsoft invested in additional ServiceWare products and committed to having ServiceWare develop technical-support content for its line of Windows NTÔ products. Texas Instruments invested in additional software licenses and professional services from ServiceWare. Texas Instruments is using ServiceWare's solutions as part of its plan to implement an enterprise-wide knowledge management plan. Texas Instruments' purchases in the second quarter will help the company build upon its success in providing global knowledge-based support.
"Naturally we are pleased by the confidence demonstrated by our new and existing customers alike," said Mark Tapling. "Our customers invest in solutions from ServiceWare because we help them retain customers, increase employee productivity, grow their business and be profitable. Our existing customers certainly have experienced firsthand the value of our approach, which is why major players like Microsoft and Texas Instruments reward us significant additional business."
About ServiceWare Inc.
ServiceWare is an Internet software and content company that helps companies strengthen customer relationships and grow business by leveraging the power of knowledge. ServiceWare's Business Knowledge Applications map to any customer interaction point across the enterprise to enact strategies for sales, service and support, including self-support for e-business.
With more than 4,000 organizations as customers, ServiceWare leads the problem resolution market today and is defining the future of Business Knowledge Applications. ServiceWare's corporate customers include: Microsoft Corporation, Merrill Lynch, Hewlett-Packard, Pfizer Pharmaceuticals, Bear Stearns, Compaq Computer, Acer Inc., FORE Systems, Lucent Technologies, Toys 'R Us, MCI WorldCom, Marriott, Data General, Texas Instruments, DecisionOne, EDS, Hughes Network Systems, Johnson Controls, Charles Schwab, Raytheon, Canon USA, Prudential Insurance, Computer Discount Warehouse, Northeast Utilities, Kimberly-Clark, Fourth Shift, Stream International, McKesson HBOC, Sulzer Textil, Tenneco, Toshiba of Canada, Ingram-Micro, United Messaging and Yamaha Corporation of America, among others, as well as prominent universities and government agencies.
Learn more today by visiting ServiceWare's Web site at www.serviceware.com. E-mail and telephone inquiries are welcome at info@serviceware.com or 800-572-5748. Contact ServiceWare International in Geneva Switzerland via e-mail at intl.info@serviceware.com or at +[41] (22) 960-1240.
Editorial Contact:
Bernard J. McCrory
ServiceWare Inc
412 826-1014, x 414
mccrory@serviceware.com
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