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ServiceWare and Leveraged Technology Join Forces to Deliver Tightly Integrated Customer Service and Support SolutionsAlliance Pairs LTI’s Consulting and Implementation Expertise with ServiceWare’s Industry-Leading eService SuiteOAKMONT, PA – October 11, 2000 – ServiceWare Technologies, Inc. (Nasdaq: SVCW), a leading provider of Web-based solutions for enterprise service and support, today announced a partnership with Leveraged Technology, Inc. (LTI), a technology consulting firm that specializes in customer relationship management system integration and customer support services. Under the agreement, LTI will recommend and implement ServiceWare’s eService Suite for companies dedicated to successful online service and support as part of their overall customer service goals. Combining the integration skills of LTI with the openness of ServiceWare’s Java and XML-based solutions will give clients an eService solution that disseminates and exchanges customer information across the enterprise. Additionally, LTI’s telecommunications and financial services expertise will augment ServiceWare’s strengths in these markets. LTI is a privately held management and technology consulting firm that creates and implements advanced technology strategies for firms worldwide. Founded in 1985, LTI is well known for its implementation of advanced eService and CRM technologies—including chat, email and voice communications—to generate new profit-making opportunities for its clients. LTI also has a subsidiary help-desk service, which provides management consulting, training and facilities management to a growing number of FORTUNE 1000 companies. LTI chose ServiceWare’s solutions to play a key role in providing clients with personalized, automated eService tailored to the needs of their customers, partners and employees. ServiceWare saw that Leveraged Technology’s complimentary market approach would offer its customers valuable CRM consulting and systems integration expertise. “ServiceWare has a unique and valuable approach to delivering quality eService—through the use of time-tested, innovative knowledge management technologies,” said Jay Fruin, president of LTI. “eService Suite provides a tremendous foundation for the acquisition and use of knowledge throughout an organization. It is intuitive, offers a highly-robust statistical search engine, and easily integrates with other CRM solutions and escalation technologies.” “Exceptional customer service cannot be achieved in a technology ‘vacuum’—it requires a sound understanding of a company’s overall goals across sales, marketing and customer service, and the tight integration of technology solutions from market leaders,” said Mark Tapling, ServiceWare CEO. “We are continually evaluating new partners like LTI that will help customers leverage eService for competitive differentiation, and expand the reach we have within our target markets. LTI’s solid implementation methodology will enable customers to achieve successful eService that is well linked with other CRM technology investments.” About LTI Leveraged Technology Inc., founded in 1985, is a privately owned company based in New York, with offices in Woodbridge, New Jersey, Springfield, Virginia, and Toronto, Canada. Over 400 companies have utilized LTI’s expertise in customer support including Digex, Prudential, Dow Jones, AT&T, Global Crossing, GE and Honeywell. Along with their subsidiary company, IHS Helpdesk Service, their 325+ employees service clients in fifteen states and Canada. LTI has annual revenues of approximately $30 million dollars. More information about LTI and IHS Helpdesk Service is available on their web pages located at http://www.lev-tech.com and http://www.ihshelpdesk.com/ . About ServiceWare ServiceWare is a leading provider of Web-based solutions for enterprise service and support, which enable organizations to win on service in the incredibly competitive world of eBusiness. ServiceWare delivers a comprehensive, integrated family of eService solutions that enable organizations to easily provide customers with fast, accurate answers to inquiries across all touch points – Web, email, phone, fax or in-person. Based on ServiceWare’s robust knowledge base and patented Cognitive Processor™, ServiceWare’s eService Suiteenables customers to build service destinations for eBusiness. RightAnswers.com, a Web-based knowledge portal, gives the end user direct access to ServiceWare’s Knowledge Channels, which provide technical support knowledge from leading technology companies including Microsoft, Novell and 3Com, and serves as a leading single source for fast, accurate IT solutions. ServiceWare customers represent a cross-section of industry leaders in the financial services, technology, manufacturing, healthcare, entertainment, education and government sectors. More than 4000 organizations have implemented ServiceWare eService solutions including Pfizer, Lucent Technologies, Marriott International, Fleet Services, Stream International, Texas Instruments, Ingram-Micro, John Deere and Bear Stearns. ServiceWare is the recipient of the prestigious CRM Excellence Award 2000, and was also named one of the “Top 100 Companies to Watch” by KM Magazine. Learn more today by visiting ServiceWare’s Web site at http://www.serviceware.com or call 800-572-5748. eService Suite, Cognitive Processor and RightAnswers.com 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, failure in customers’ widespread adoption and use of the ServiceWare products, 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 prospectus dated August 24, 2000, which is included as part of its Registration Statement on Form S-1, filed with the Securities and Exchange Commission. Editorial Contact: Alison Fischer The Horn Group 415-905-4033 afischer@horngroup.com top of page |
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