Press Release


Company Profile
Company Web Site

ServiceWare Introduces eService Accelerator Packages for Intelligent Service and Support

Three New Streamlined Software and Services Packages Ensure Faster Implementation and Time-to-Value


OAKMONT, PA – August 28, 2001 – ServiceWare Technologies, Inc. (Nasdaq: SVCW), a leading provider of intelligent service applications, today announced eService AcceleratorÔ Packages that are designed to meet customers’ needs for an aggressively-priced, low-risk entry point for customer self-service and call center productivity.  Based on its eService SuiteÔ product line and complimented by its world-class professional services teams, ServiceWare’s accelerator packages help organizations address current market needs by achieving rapid success while minimizing costs.  

“It is widely understood that a well-crafted customer service strategy is a necessity to win in competitive markets, yet companies’ tightened IT budgets are keeping the necessary technology solutions frustratingly out of reach,” said Mark Tapling, president and CEO of ServiceWare.  “Our streamlined, packaged approach to intelligent service applications bridges the gap for companies that need to respond to customers’ increasing demands, yet also need to justify their expenditures through low-risk implementations and fast ROI.”

AnswerWeb, AnswerCenter and Answer360
Based on ServiceWare’s flagship eService Suite product line, which enables businesses to develop and manage a repository of knowledge to effectively answer customer inquiries, the eService AcceleratorÔ Packages offer the strength of ServiceWare’s patented MindSyncÔ search technology while utilizing a reusable, templated services model offering significant reductions in time and costs.  

·       AnswerWeb is a self-service solution that quickly and inexpensively provides customers and employees with access to knowledge-based service and support FAQs over the Web.
·       AnswerCenter turns a company’s call center into a knowledge-enabled contact center while leveraging existing investments and establishing a platform for growth across the enterprise.
·       Answer360 provides a complete suite of self-service and call center interaction tools allowing companies to see measurable results immediately.

Accelerator Services
All three eService AcceleratorÔ packages include remote services from ServiceWare’s Global Enterprise Services team, including weekly project audits, installation, integration and training.  Additionally, ServiceWare’s Decision Integrity Team conducts a workshop with customers to help them identify how to effectively measure, analyze and report metrics that demonstrate their business results.

“ServiceWare’s ability to help IT managers establish a beachhead for customer service success—that the rest of the organization will want to emulate—leaves the company well-positioned to cross-sell and up-sell into the rest of the enterprise,” said Bill Hopkins, CEO of Knowledge Capital Group, a business strategy firm for the technology industry.  “These days, smart companies buy and deploy technology in stages to ensure solutions solve very specific business problems.  ServiceWare has recognized this trend and provides the right tools including success metrics and streamlined implementation procedures, which help customers build bulletproof business cases for using their technology.”

Pricing and Availability
The eService AcceleratorÔ packages are generally available now, and range between $110K-185K on a pre-packaged basis.

About ServiceWare
ServiceWare is a leading provider of intelligent service applications that enable companies to win on service in their competitive markets.  ServiceWare's eService SuiteÔ software empowers organizations to deliver superior service and support, while reducing expenses.  Powered by MindSyncÔ, a patented self- learning search technology, eService Suite enables businesses to develop and manage a repository of knowledge to effectively answer inquiries over the Web and in the call center.  More than 200 leading organizations have implemented ServiceWare software including H&R Block, Northeast Utilities, Amgen, Stream International, QUALCOMM, Marconi and Sage Software.  ServiceWare is the recipient of the prestigious CRM Excellence Award 2000, as well as the Software Support Professionals Association (SSPA) WebStar Service Award 2000.  ServiceWare was also named one of the "Top 100 Companies to Watch" by KM World Magazine.  Learn more today by visiting www.serviceware.com or call (800) 572-5748.

eService Suite and MindSync are trademarks of ServiceWare Technologies, Inc.  All other trademarks are properties of their respective owners.

Statements in this press release that are not historical facts, including those statements that refer to ServiceWare’s plans, prospects, expectations, strategies, intentions, hopes and beliefs, are forward-looking statements.  These forward-looking statements are based on information available to ServiceWare today, and ServiceWare assumes no obligation to update these statements as circumstances change.  There are risks and uncertainties that could cause actual results to differ materially from the forward-looking statements, including, without limitation, risks related to ServiceWare's eService software strategy, fluctuations in customer demand, use of the Web as a delivery vehicle for customer support solutions, risks resulting from new product introductions and customer acceptance of new products, rapid technological change, risks associated with competition, continued growth in the use of the Internet, ServiceWare’s ability to retain and increase revenue from existing customers and to execute agreements with new customers, and ServiceWare’s ability to attract and retain qualified personnel.  Risk factors are described in more detail in ServiceWare's filings with the Securities and Exchange Commission.


 
Editorial Contact:
Cadence Ricanati
Horn Group, Inc.
415.905.4025
cricanati@horngroup.com
 
top of page