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ServiceWare Debuts eService Partner Connection – an Innovative Industry Alliance ProgramSix partner program levels offer the right fit for creating solutions that meet customers’ evolving eService demandsOAKMONT, PA – October 24, 2000 – ServiceWare Technologies, Inc. (Nasdaq: SVCW), a leading provider of Web-based solutions for enterprise service and support, today announced its enhanced Partners and Alliance Program, the eService Partner Connection, to more closely address today’s evolving eService market needs. The eService Partner Connection extends ServiceWare’s previous alliance program to more fully cover all areas of the company’s business partnerships and the market solutions they produce, defining the parameters and benefits of six different partnership categories that include Alliance, Integration, Solution, Service, Technology and Content Partners. For more information on these alliance categories, go to http://www.serviceware.com/news/partnerslide1.asp http://www.serviceware.com/news/partnerslide2.asp and http://www.serviceware.com/news/partnerslide3.aspThe eService Partner Connection closely reflects ServiceWare’s theme of eService excellence and the market’s continuing need for comprehensive eService offerings. ServiceWare will now add more value to its partnerships through its best-of-breed internal and external service solution. These robust program offerings help ServiceWare’s partners strongly position themselves over the competition and allow them to offer a more comprehensive and attractive solution for their customers. “The need to partner with a high-quality, best-of-breed product is even more crucial for companies as the market continues to evolve and demands from customers increase,” said Charla Michalojko, director of partners and alliances at ServiceWare. “The new eService Partner Connection allows ServiceWare the ability to expand and build upon its existing partner relationships, and offer a more attractive and results-oriented package for new partners that are interested in adding a complete eService solution to their product offering.” Why eService Partner Connection The eService Partner Connection is built on the fundamental principles of integrity, teamwork, quality and constantly increasing solutions that meet the evolving demands of customers. In addition, relationships are only beneficial when they provide true value for both partners and customers. Through the program, a company that partners with ServiceWare will be able to go to market more quickly and immediately reap the benefits of established sales, training and marketing programs that better fit their business model. Current partner relationships will experience no disruption; instead, they will benefit from immediate access to the partner Web site, inclusion in ServiceWare sales and customer activities, and a more structured approach to the partnership. The eService Partner Connection family The eService Partner Connection program includes six levels of opportunities for partner participation, including: · Alliance Partners – These hardware and software partners can integrate ServiceWare solutions to deliver a more comprehensive service and support offering for a distinct advantage over the competition. By accessing ServiceWare’s robust knowledge management capabilities, partners such as EDS, Oracle and Siebel can extend their capabilities while still focusing on their core business. · Solution Partners – This plan allows service and support organizations to increase the breadth of their product and service offerings while retaining ownership of their customer relationships. Partners like Compaq, Leveraged Technology Inc., Red Celsius and Seamless Technologies Inc. have strengthened their value propositions to existing and potential customers by offering and deploying ServiceWare’s eService products. · Integration Partners – At this level, partners are able to give their customers direct access to ServiceWare’s world-class content through direct integration into the partners’ CRM products. Partners such as Peregrine, Remedy and Tivoli have provided customers an even more robust solution with increased features to their Customer Management Systems products. · Services Partners – This partnership level, for organizations offering consultative customer service or distribution services, can create new revenue streams and opportunities. ServiceWare advocates its Services Partners, such as EDS, SMI and High Tech High Touch, to implement and provide services for its customers. · Technology Partners – In this case, ServiceWare is able to offer its customers the best self-support solutions possible by integrating technologies from partners such as Kana, Lipstream and Verity directly into its eService offerings. The combined power of these solutions provides extended functionality at a client level. · Content Partners – Through these partnerships with organizations that produce highly technical products requiring increased IT support, ServiceWare continues to add new, robust contributions to its knowledge bases. This helps partners such as Microsoft, Novell and PC Show & Tell communicate knowledge to their end users more quickly and cost effectively. In addition to launching a new Web site for partners, ServiceWare provides more focused marketing resources, business planning services and a more structured and formalized reseller model. A streamlined contracting process and a seasoned partnering team rounds out the offering in an overall program built around quality and delivery. How to join the eService Partner Connection Companies interested in joining ServiceWare’s eService Partner Connection can call 412-826-1158 and inquire through the ServiceWare Partner and Alliances department, or go to http://www.serviceware.com and complete the partner application. 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 SuiteÔ 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 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: Katey Stewart The Horn Group 415-905-4019 kstewart@horngroup.com top of page |
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