Made2Manage Systems Implements ServiceWare's eService Suite to Provide Small and Midsize Manufacturers with Superior Web-Based Support

Business Wire, Nov 27, 2000

Business Editors/High-Tech Writers

INDIANAPOLIS & OAKMONT, Pa.--(BUSINESS WIRE)--Nov. 27, 2000

M2MEXPERT.com's Use of ServiceWare's Knowledge-Based Support

Solutions Will Assist Customers Around the Clock

Enterprise business system provider Made2Manage Systems Inc. (Nasdaq:MTMS) and ServiceWare Technologies, Inc. (Nasdaq:SVCW), a leading provider of Web-based solutions for enterprise service and support, today announced that Made2Manage will implement ServiceWare's eService Suite 3.0(TM) to improve customer satisfaction and productivity.

By integrating ServiceWare's eService Suite into Made2Manage's new Internet support solution, M2MEXPERT (www.m2mexpert.com), the company will be able to develop and manage a knowledge base of service-related support information and disseminate that knowledge throughout the entire organization. The combined solution will provide Made2Manage customers with fast, reliable answers to their inquires on the company's products, as well as educate them on issues in the industry and other relevant services.

Made2Manage Systems will use eService Suite to help manage a knowledge solutions database within M2MEXPERT that will be used by support analysts and customers. This Web-based, self-service tool will help improve customer satisfaction and productivity by providing the ability to ask a question and get a relevant answer quickly and at any time.

"What is really exciting about this new service is that it will learn from the questions coming from our customer base, enabling us to provide a better service experience with each interaction, and to share essential customer feedback with our sales, marketing and product development teams," said Katie Jones, director of M2MEXPERT. "The new search capabilities of M2MEXPERT allow our customers to ask questions using natural language, then receive a relevant, immediate response based on prior experience and success. We want our e-commerce strategy to include the best in customer care, and the addition of ServiceWare's products to M2MEXPERT will help us to achieve that goal."

ServiceWare's eService Suite features extensive functionality that will allow Made2Manage to provide personalized and automated e-service tailored to the needs of customers, partners and employees. Based on ServiceWare's patented Cognitive Processor(TM), a statistical engine that learns with each interaction, eService Suite enables companies to organize and reuse knowledge to deliver consistent responses. A self-service application allows customers to get answers to their questions at any time over the Web through an intuitive interface that queries the company's knowledge base. Additionally, customers can easily escalate inquires to a support professional when human intervention is needed.

"As the entry-point for customer service moves to the Internet, it is vital that organizations like Made2Manage lead with a suite of products that bridges the gap between the call center and Web self-service to provide customers with a consistent and positive experience," said Mark Tapling, CEO of ServiceWare. "Our eService Suite gives companies the ability to use multiple communication channels to service their customers, capture and learn from previous support sessions, and respond immediately and accurately to difficult inquiries."

About Made2Manage Systems Inc.

Made2Manage Systems delivers business management solutions to help manufacturers reduce costs and compete in the New Economy. Using Microsoft-based technology, Made2Manage provides customers with easy-to-learn and easy-to-use e-business tools. The company's business solution also features advanced planning capabilities and decision support resources that help manufacturers meet commitments to their customers.

Made2Manage offers integrated solutions for all business processes from selling and design, through manufacturing and distribution. These end-to-end solutions help strengthen customer relationships, enhance collaboration throughout the supply chain and develop employees through advanced Web-based training.

This year, Made2Manage software was once again named to Manufacturing Systems' Top 100 Software Companies, Software Magazine's Top 500 and start Magazine's Hottest Companies list. Visit the Made2Manage Web page at http://www.made2manage.com. Made2Manage may be reached via e-mail at info@made2manage.com or by calling 800/626-0220.

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, e-mail, phone, fax or in-person. Based on ServiceWare's robust knowledge base and patented Cognitive Processor(TM), ServiceWare's eService Suite(TM) 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 software solutions including Pfizer, Lucent Technologies, Marriott International, Fleet Services, Stream International, Texas Instruments, Ingram-Micro, and Bear Stearns. Learn more today by visiting ServiceWare's Web site at http://www.serviceware.com or call 800/572-5748.