Grumman Systems Support Corporation Selects ServiceWare for Comprehensive Customer Support Over the Web

Business Wire, March 6, 2000

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), an operating unit of Logicon Inc., a Northrop Grumman (NYSE:NOC) 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, 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 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 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 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, technology, manufacturing, healthcare, entertainment, education and government sectors.

More than 4000 organizations have implemented ServiceWare's software solutions including Pfizer, Lucent Technologies, Marriott International, Fleet Services, Stream International, Texas Instruments, 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.