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ServiceWare Technologies Announces Field Service SolutionServiceWare Field Service Provides Mobile Knowledge Access to Improve the Productivity of Remote Customer Service PersonnelEDISON, NJ – December 10, 2002 – ServiceWare Technologies, Inc. (NASDAQ: SVCW), a leading provider of Web-based knowledge management solutions for customer service and support, today announced the introduction of ServiceWare Field Service. This comprehensive solution is designed specifically for field service representatives and other remote personnel looking to access customer service and support knowledge using ServiceWare’s offline application and/or a wireless device.ServiceWare Field Service provides remote customer service representatives with mobile access to their company’s ServiceWare knowledge base to ensure fast, accurate and efficient diagnosis of customer problems. “There are core reasons for investing in improved service processes. In industries such as heavy equipment, high technology, utilities, medical devices, office equipment and telecommunications, servicing the installed asset base under warranty or contract is both expensive and wasteful. In some industries, the cost of a single field service technician call can be $150 to $400 per visit,” according to Gartner research note "Building a CRM Service Process Management Framework," M. Maoz, June 2002. By incorporating knowledge-based support in the field, remote personnel have immediate access to up-to-date knowledge utilized by call center agents and Web self-service users. Enabling remote users to have direct access to the same proven knowledge is intended to eliminate the need for intervention by a central service center and minimize the time spent diagnosing the customer’s problem, thus reducing overall field service costs. "It is often impossible for field service personnel to easily access customer and product knowledge remotely. Having the ability to diagnose and solve problems using an offline application or PDA device can yield tremendous customer service improvements,” states Scott Schwartzman, chief operating officer for ServiceWare. “Efficiency is improved by providing field service agents with immediate access to knowledge and support costs are reduced by eliminating unnecessary calls back to the call center or service desk.” The ServiceWare Field Service offline version is self-contained on a CD and does not require any software to be installed on the client. The offering is available as a stand- alone product or a bundled component of ServiceWare’s eService Suite™. ServiceWare’s wireless application supports Palm OS®, Windows CE® and Blackberry™ operating platforms and does not require any software on the PDA other than a Web browser. 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 calling 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, 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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