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Fourth Shift Selects ServiceWare to Enhance Customer Service Capabilities

eService Suite 4.0 Bolsters Knowledge Management and Provides Online Self-Service

OAKMONT, Pa.--Dec. 3, 2001-- ServiceWare Technologies, Inc. (Nasdaq:SVCW - news), a leading provider of Web-based knowledge management solutions for customer service and support, today announced that Fourth Shift, a SoftBrands Company, successfully implemented eService Suite 4.0. ServiceWare enables Fourth Shift to reduce the overall number of incoming calls into the support center while providing customers with an easy-to-use, 24x7 self-service option.

Fourth Shift designs and supports fully integrated enterprise resource planning applications for global manufacturing, distribution, customer relationship and financial management. With over 3,700 customers in 60 different countries, Fourth Shift must provide quick answers to both simple and highly complex technical questions when serving its customers. ServiceWare's eService Suite enables companies to build and manage a repository of proprietary knowledge. ServiceWare's patented technology learns with each interaction and ranks and prioritizes answers based on what has worked for a similar support issue in the past. This allows customers to draw on the collective experience of everyone that has used the software and enables the customer service representatives (CSRs) to find correct answers even faster.

``With ServiceWare's solution we can consistently provide the highest quality of service when answering customer inquiries through the call center or when customers engage in self-service over the Web,'' said Karen Lound, Manager of Support Knowledge at Fourth Shift. ``Whether our customers want to know about the latest features of our new product or obtain tips on how to successfully troubleshoot an issue, we are confident that they'll get the right answer quickly.''

Additionally, eService Suite reduces training time for CSRs by serving as a learning tool that helps them accurately answer all types of questions, regardless of personal expertise. ServiceWare's solution also protects a company's intellectual property by keeping critical knowledge within the organization, even when an employee relocates.

``Fourth Shift constantly evaluates its customer service initiatives and finds innovative ways to enhance overall customer satisfaction and increase employee productivity,'' said Kent Heyman, CEO of ServiceWare. ``ServiceWare's products intelligently leverage Fourth Shift's knowledge base to assist CSRs in the call center and make online self-service an effective and attractive option for customers.''

About ServiceWare

ServiceWare is a leading provider of intelligent service applications that enable companies to provide enhanced customer service capabilities. ServiceWare's eService Suite(TM) software empowers organizations to deliver superior service and support, while reducing expenses. Powered by MindSync(TM), 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, Northeast Utilities, Amgen, Stream International, QUALCOMM, Marconi and Sage Software. ServiceWare is the recipient of the prestigious CRM Excellence Award 2000, as well as the Software Support Professionals Association (SSPA) WebStar Service Award 2000. ServiceWare was also named one of the ``Top 100 Companies to Watch'' by KM World Magazine. Learn more today by visiting www.serviceware.com or call 800/572-5748.

Note to Editors: 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 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:
Alison Fischer
Horn Group, Inc.
415.905.4033
afischer@horngroup.com
 
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