Countrywide Home Loans Selects ServiceWare for Knowledge-Powered Customer Support(email this article)

PITTSBURGH, PA – October 8, 2003 – ServiceWare Technologies (Company Profile, Past Stories, Case Studies) , Inc. (OTCBB: SVCW), a leading provider of Web-based knowledge management solutions for customer service and support, today announced an agreement with leading mortgage lender Countrywide Home Loans, a subsidiary of Countrywide Financial Corporation (NYSE: CFC). Countrywide has selected ServiceWare Enterprise to provide efficient and timely support to their nationwide network of branch offices, while establishing a knowledge-powered training platform for new customer service agents.

Countrywide reached its decision to select ServiceWare as their vendor of choice for knowledge-powered support after successfully completing a 60-day pilot. The pilot focused on supporting the production technologies division and building content to support their production systems.
"Countrywide has experienced a period of unprecedented growth in recent years. Our production technologies support organization needed a knowledge management initiative to support our growing infrastructure,” said Richard Jones, chief information officer at Countrywide.  “After evaluating many options, we believe we have found a robust knowledge management solution that will sustain our continued growth. By utilizing ServiceWare’s applications throughout our support center, we plan to increase the efficiency of our support teams by capturing and reusing our collective knowledge."
Countrywide plans to rollout ServiceWare Enterprise to support staff and branches for self-service during phase two of its knowledge management initiative. Phase two also will encompass content creation for all Level 1 support teams, training for all users, and an integration with Countrywide’s Remedy Action Request System® (AR System®).

“We have been working very closely with the Countrywide team to ensure that the organization would achieve success with their initial internal test of our applications, states Kent Heyman, CEO of ServiceWare Technologies, Inc. “We are extremely pleased that Countrywide selected ServiceWare as its vendor of choice for knowledge management within its support organization and end-user population.”
ServiceWare Enterprise, ServiceWare’s suite of problem resolution knowledge applications, provides support organizations with solutions that transform disparate sources of information into a shareable knowledge resource which can be easily integrated into existing systems, such as service management or call tracking applications. ServiceWare Enterprise includes problem resolution tools for call center or help desk agents and Web self-service access for end-users. For more information about ServiceWare’s solutions, visit www.serviceware.com/solutions.

About Countrywide Home Loans
Founded in 1969, Countrywide Financial Corporation (NYSE: CFC) is a member of the S&P 500, Fortune 500 and Forbes 500.  Countrywide, through its subsidiaries, provides mortgage banking and diversified financial services in domestic and international markets.  Mortgage banking businesses include loan production and servicing principally through Countrywide Home Loans, Inc., which originates, purchases, securitizes, sells, and services primarily prime-quality loans.  The company is headquartered in Calabasas, California and has more than 30,000 employees with over 500 offices.  For more information about the company, visit Countrywide’s Web site at www.countrywide.com.

About ServiceWare Technologies, Inc.
ServiceWare is a leading provider of Web-based knowledge management solutions for customer service and support. ServiceWare software empowers organizations to deliver superior service while reducing support costs. Powered by ServiceWare’s Cognitive Processor®, a patented self-learning search technology, ServiceWare EnterpriseÔ and ServiceWare Express enable businesses to develop and manage a repository of knowledge to effectively answer inquiries over the Web and in the call center. Leading organizations have implemented ServiceWare software including EDS, H&R Block, AT&T Wireless, Cingular Wireless, Fifth Third Bancorp, Green Mountain Energy, Reuters, and QUALCOMM. Learn more today by visiting www.serviceware.com or call 1.800.572.5748. Outside North America, call our international office at +(44) 01280.82.6345.   

ServiceWare Enterprise, ServiceWare Express, ServiceWare Self-Service, ServiceWare Professional, ServiceWare Architect, ServiceWare Administrator, ServiceWare Knowledge Portal and Cognitive Processor 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 revenue expectations, ServiceWare's software strategy, fluctuations in customer demand, use of the Web as a delivery vehicle for customer support solutions, risks resulting from new product introductions, integration of acquired products with current offerings, 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 and to secure necessary financing for its operations and business development. Risk factors are described in more detail in ServiceWare's filings with the Securities and Exchange Commission.