Press Release - ServiceWare

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SERVICEWARE ANNOUNCES INTERNET-BASED SALES, SERVICE AND SUPPORT PRODUCT STRATEGY

Customers and Partners Rally Around Vision from Knowledge Management Pioneer

OAKMONT, PA (Sept. 28, 1999) -- In its continuing role as the pioneer in knowledge management products and services, ServiceWare Inc. unveiled its strategic product plans for the new millennium at the company's recently completed Knowledge Trak '99, an annual gathering of customers and partners. The new ServiceWare strategy includes a consolidated product offering of easily deployable, Internet-based, knowledge management solutions for improved sales, service and support functions.

ServiceWare's recent acquisition of the Molloy Group-another leading knowledge management software company-factored heavily in the new strategic direction. In addition to enhancing the company's executive management team, the move brings together the industry's optimum technologies and services for customer care, including tools to capture and share corporate knowledge throughout the enterprise via the Web.

A key component of ServiceWare's product strategy is the imminent delivery of rightanswers.com, the world's premier Web-based knowledge portal for IT-related problem resolution. The first-of-its-kind support strategy, which was unveiled earlier this summer, is rapidly moving toward general release. rightanswers.com will provide corporate customers with Internet access to nearly 750,000 field-tested solutions from leading IT organizations including

Microsoft, Apple, Novell, Micro House and others, along with industry-leading support knowledge bases from ServiceWare.

"A business that leverages enterprise-wide knowledge management has the opportunity to add value to each customer by looking at the experiences of other customers," explains Richard Koloski, Vice President, Software Development at ServiceWare. "Best practices can be captured and shared in every interaction with every customer, enabling the organization to better anticipate future needs (sales), provide time-tested services (service), and quickly solve current problems (support). On the Web, in the call center, in the field, wherever a decision needs to be made in the customer relationship management cycle, an organization's employees and customers must be empowered to capture, share and leverage its most valuable asset: Its collective experience."

"We are well underway to integrating our offerings to meet the unprecedented demand for enterprise capable e-service and e-support solutions," said Mark Tapling, President and COO of ServiceWare. "In addition to our current products, ServiceWare's Web-based solutions will give easy access to corporate knowledge assets at every customer contact. This includes customer service centers, internal IT support, sales, services, marketing, and even such strategic, back-office operations as accounting and finance."

Christopher Hoffman, Research Director of Software Services at International Data Corporation, adds, "Through the Molloy Group acquisition, ServiceWare has strengthened its product, service and overall business positioning in the problem resolution industry, and materially enhanced its ability to successfully meet the growing requirement for mission-critical service and support technologies."

ServiceWare's refined strategic direction, particularly the momentum behind rightanswers.com, earned continued endorsement from ServiceWare's strategic partners including Remedy, Peregrine, and Clarify. Gary Oliver, Vice President and General Manager of IT Service Management Products for Remedy, stated, "Support needs change every day because technology changes constantly, which is one of the reasons that rightanswers.com will be incredibly valuable to support organizations and end users alike. Because the solutions are updated on a real-time basis, rightanswers.com makes it easy to support new applications while enabling users to automate problem resolution and customize their own knowledge bases."

"We are aggressively moving into the most exciting year in our company's history," concludes Mark Tapling. "It is exciting to watch our products, team, and market all come together in what promises to be the most exciting year in the industry's history."

About ServiceWare
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 provide strategies for sales, service and support, including self-support for e-business.

Serving more than 4,000 organizations, 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 Inc., Lucent Technologies, Toys 'R Us, MCI WorldCom, Marriott, Data General, Texas Instruments, DecisionOne, EDS, Hughes Network Systems, Johnson Controls, Raytheon, Canon USA, Prudential Insurance, CDW Computer Centers, Inc., 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, as well as prominent universities and government agencies.

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Editorial Contact:
Nanette Kirsch
Michael James
412.471.2908
kirsch@michaeljames.com

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