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Remedy Corporation Partners with ServiceWare to Integrate Web-based Knowledge Portal Into Help DeskMOUNTAIN VIEW, Calif.--Oct. 10, 2000--Remedy® Corp., the leading provider of IT Services Management (ITSM), Customer Relationship Management (CRM) and eProcurement solutions (Nasdaq:RMDY - news), and ServiceWare Technologies, Inc. (Nasdaq:SVCW - news), a leading provider of Web-based solutions for enterprise service and support, announced today a new partnership. ServiceWare will bundle and integrate their web-based knowledge portal, called The Foundation Channels of RightAnswers.com, into Remedy's Help Desk(TM). As a result, Remedy Help Desk customers will gain up-to-date IT support via the Web. Offered on a subscription basis over the Internet, RightAnswers.com provides direct access to multi-vendor support content from leading technology vendors including Microsoft, 3Com, Novell, and PC Show and Tell. To access RightAnswers.com, technicians and end users simply type in a natural language query. RightAnswers.com quickly responds with a single, unified list of probable answers from ServiceWare's licensed knowledge bases. ``I'm excited about integrating RightAnswers.com into our Remedy Help Desk,'' said Jeff Cargile, systems support manager at HEALTHSOUTH. ``This gives us consistently up-to-date information and natural language searching, while using less IT resources.'' ``With the integration of RightAnswers.com, Remedy is extending the value of its solutions by offering customers immediate access to continuously updated support content from leading technology vendors,'' said Rick Joslin, vice president of RightAnswers.com. ``We are pleased to see the first shipment of a world class help desk fully integrated to RightAnswers.com. Remedy and ServiceWare have worked closely to bring the benefits of single-source eService to our customers.'' ``This integration is part of Remedy's ongoing initiative to optimize our customers' IT departments by enhancing their skills, processes and tools,'' said Howard Hastings, director of IT service management products at Remedy. ``Users accessing dynamic content solutions over the Internet represent the leading edge of self service, yielding reduced call volumes and increased productivity.'' Recently, Remedy became the first service desk vendor certified to support IT Infrastructure Library (ITIL) standards for best practice procedures. Remedy also offers interactive web-based training of administrators and end users to enhance their job success. To meet the broadest possible customer needs, Remedy has built two integrations to RightAnswers.com. Remedy Help Desk Integration for RightAnswers.com connects Remedy Help Desk v4.x to the web knowledge base. And Remedy General Integration for RightAnswers.com connects other Remedy Powered(TM) applications. Availability Integration between RightAnswers.com and Remedy is currently available from Remedy's Web site. 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(TM), ServiceWare's eService Suite(TM) enables 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 4,000 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. About Remedy Remedy is the world's leading supplier of Information Technology Services Management (ITSM) and Customer Relationship Management (CRM) Solutions. With more than 9,100 sites, more organizations use Remedy products for CRM and ITSM than any other solution. Remedy delivers service solutions that accelerate an organization's move to eBusiness and raise its agility to continually differentiate itself from competitors. Remedy's fast deployment programs and radical adaptability enable organizations to move more quickly to an eBusiness model, and to do so in a differentiated way. By focusing on internal and external service as competitive differentiators, our customers continually improve both their customer interactions and internal operations to raise satisfaction and lower costs. More information on Remedy, its products and services is available on the company's Web site at http://www.remedy.com. Remedy, Remedy Corporation and Design, Remedy Powered, and Remedy Help Desk are trademarks of Remedy Corporation which are registered or pending in certain jurisdictions. 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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