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ServiceWare Technologies, Inc. Customers Achieve Positive ROIServiceWare’s Decision Integrity Team Reports Significant Improvements in Customers’ Contact Center MetricsEDISON, NJ – October 9, 2002 – ServiceWare Technologies, Inc. (NASDAQ: SVCW), a leading provider of Web-based knowledge management solutions for customer service and support, today announced that its customers are achieving positive return on investment (ROI) by using ServiceWare’s knowledge management solutions in their multi-channel contact centers. ServiceWare’s eService Suite™ customers are achieving, on average, a 55-percent improvement in first call resolution, 40-percent reduction in call handle times, 30-percent reduction in new agent training time and 30-percent reduction in call volumes due to deflection to Web self-service. The statistics are based on data collected over a twelve- month period from those of ServiceWare’s customers who have elected to measure their performance with assistance of ServiceWare’s Decision Integrity Team. “With ServiceWare’s solution we have significantly improved our contact center metrics, most notably call deflection, which has improved over 38-percent,” said Karen Lound, Manager of Support Knowledge at Fourth Shift, an ERP solution provider. “It’s difficult to put a dollar value on improved customer satisfaction and loyalty, but ServiceWare’s Decision Integrity Team has helped us to measure our progress and quantify our success.” ServiceWare’s Decision Integrity team works with the company’s customers to assess their service and support needs, benchmark their current call center and internal support metrics, and identify actionable and achievable ROI projections prior to implementation. The team also consults with clients post-implementation to measure actual improvements and recognized ROI from using ServiceWare’s knowledge management solutions in their contact centers. “Our initial goal was to achieve a 10-percent call deflection rate by the end of the first year, using ServiceWare’s knowledge management and Web self-service tools,” stated Neal Hatton, Director of Technical Support for Wonderware, an industrial automation software provider. “However, within twelve weeks of deploying the system, we were already experiencing a reduction in calls that exceeded 25-percent.” “In today’s economic climate companies must demonstrate tangible return on investment for technology solutions in order to justify the expense and measure the impact on their organization’s bottom line,” stated Kent Heyman, CEO of ServiceWare Technologies, Inc. “We are pleased that our customers are achieving substantial ROI by utilizing our knowledge management solutions.” About ServiceWare ServiceWare is a leading provider of Web-based knowledge management solutions for customer service and support. ServiceWare's eService Suite™ software empowers organizations to deliver superior service, while reducing support costs. Powered by MindSync™, 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, AT&T Wireless, Cingular Wireless, Northeast Utilities, Reuters, Stream International, and QUALCOMM. Learn more today by visiting www.serviceware.com or call 1.800.572.5748. 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, 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. Risk factors are described in more detail in ServiceWare's filings with the Securities and Exchange Commission. Editorial Contact: Jessica Jordan ServiceWare Technologies (412) 826 –1014 x 1413 jjordan@serviceware.com top of page |
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