Grumman Systems Support Corporation Selects ServiceWare for Comprehensive Customer Support Over the Web.Business Editors/High-Tech Writers OAKMONT, Pa.--(BUSINESS WIRE)--March 6, 2000 Leading IT Services Company Deploys eService Suite(TM) to More Than 30,000 Users Nationwide ServiceWare, Inc., the fastest growing provider of eService solutions, today announced that Grumman Systems Support Corporation (GSSC GSSC GLAST Science Support Center (NASA) GSSC Girl Scouts of Suffolk County (Long Island, New York) GSSC Genesee Star Soccer Club GSSC Global Shared Service Centre (Malaysia) ), an operating unit operating unit A type of operating company that engages in transactions with outsiders and that is owned by another business. For example, in 1995 the stockholders of Capital Cities/ABC approved a $19 billion merger with the Walt Disney Company, whereupon of Logicon Inc., a Northrop Grumman Northrop Grumman Corporation (NYSE: NOC) is an aerospace and defense conglomerate that is the result of the 1994 purchase of Grumman by Northrop. The company is the third largest defense contractor for the U.S. (NYSE NYSE See: New York Stock Exchange :NOC (Network Operations Center) A central or regional location for monitoring a large network. Also called a "network management center" (NMC), "service management center" (SMC) or "network control center" (NCC), a NOC may be used to manage a large enterprise network, ) Company, has selected ServiceWare's eService Suite(TM) to deliver customers and employees fast, accurate answers to IT inquiries over the Web. Employing ServiceWare for call center applications and customer self-service inquiries via the Internet will enable GSSC to build a robust knowledge engine that will enhance productivity and deliver impeccable customer service. GSSC provides a wide range of IT solutions and services -- including hardware maintenance, software support, help desk and systems management -- to commercial, institutional and government clients that need new strategies for maintaining and upgrading their IT infrastructures. Operating from nearly 100 facilities throughout North America North America, third largest continent (1990 est. pop. 365,000,000), c.9,400,000 sq mi (24,346,000 sq km), the northern of the two continents of the Western Hemisphere. , and serving the IT concerns of thousands of small businesses and multi-national corporations, GSSC needed a way to capture critical information from each customer interaction or internal employee inquiry across all touch points. Different types of organizations often encounter the same or similar IT issues, and thus can benefit from a standardized, repeatable eService solution. Whether it is a university, a government agency or an independent business, ServiceWare enables GSSC call center agents to respond efficiently to IT inquiries and store significant information across the enterprise to ensure a personalized experience with each encounter. ServiceWare's eService Suite addressed GSSC's need for a scalable and easy-to-use system with the unique ability to capture, manage and duplicate knowledge. The simple and powerful knowledge authoring and knowledge workflow environment provided in the eService Suite will allow GSSC to quickly create, edit and publish critical knowledge for use by both self-service users and those who call into the GSSC call center. "Our software is designed to ensure both the highest quality and the fastest turnaround time (1) In batch processing, the time it takes to receive finished reports after submission of documents or files for processing. In an online environment, turnaround time is the same as response time. for useful knowledge," explains Michael Charney, ServiceWare product director. Additionally, GSSC will use ServiceWare's RightAnswers.com, a service that offers the most comprehensive set of Internet-available "right" answers to technology-related questions. "The combination of rapid creation for individual knowledge along with ServiceWare's content portal of proven solutions provides GSSC customers with an unprecedented level of support," states Charney. "GSSC has been in the IT service and support industry for years -- it's a market we know very well," said Mitch Portnoy, director of customer services, GSSC. "We selected ServiceWare not only for the 'off-the-shelf' solutions from leading content vendors such as SAP, but also for the ability to customize our knowledge base to get customers up-to-speed quickly on new IT systems. We were able to install the solution quickly and easily, and the feedback from our MIS Department has been extremely positive." "A flawless customer service offering is a critical component of every company's eBusiness strategy," said Mark Tapling, CEO (1) (Chief Executive Officer) The highest individual in command of an organization. Typically the president of the company, the CEO reports to the Chairman of the Board. of ServiceWare. "ServiceWare is committed to providing solutions that help companies like GSSC differentiate from the competition and win on service. These service wins translate into higher employee productivity and better customer retention." About GSSC Grumman Systems Support Corporation is a nationwide services organization specializing in providing support for distributed systems Distributed systems (computers) A distributed system consists of a collection of autonomous computers linked by a computer network and equipped with distributed system software. environments. GSSC offers hardware maintenance, software support, help desk, systems management and other IT-related services and solutions. For more information, visit GSSC's Web site at www.gssc.com. Logicon Inc., headquartered in Herndon, Va., is a subsidiary of Northrop Grumman Corporation, and a leader in advanced information technologies, systems and services. For more information, visit Logicon's Web site at www.logicon.com. About ServiceWare ServiceWare is the fastest-growing provider of eService solutions, 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, phone, fax or in-person. Based on ServiceWare's robust knowledge base, ServiceWare's eService Suite enables customers to build the best service destinations for eBusiness. ServiceWare customers represent a cross-section of industry leaders in the financial services The examples and perspective in this article or section may not represent a worldwide view of the subject. Please [ improve this article] or discuss the issue on the talk page. , technology, manufacturing, healthcare, entertainment, education and government sectors. More than 4000 organizations have implemented ServiceWare's software solutions including Pfizer, Lucent Technologies, Marriott International Marriott International, Inc. (NYSE: MAR) is a worldwide operator and franchisor of a range of value and luxury hotels and related lodging facilities. Marriott currently has 2,300 accommodation properties in North America alone. , Fleet Services Fleet is a motorway service station on the M3 near Basingstoke. It is owned by Welcome Break. It was originally built in a Scandinavian style and in 1992 won "Loo of the Year". , Stream International, Texas Instruments See TI. (company) Texas Instruments - (TI) A US electronics company. A TI engineer, Jack Kilby invented the integrated circuit in 1958. Three TI employees left the company in 1982 to start Compaq. , Ingram-Micro, John Deere and Bear Stearns. Learn more today by visiting ServiceWare's Web site at www.serviceware.com. or call 800/572-5748. |
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