ServiceWare Inc. is the world’s leading provider of high-quality, structured technical support knowledge bases for the corporate help desk, home use, and small business markets. Since 1991, we’ve helped thousands of companies and individuals enjoy the advantages of higher productivity and increased customer satisfaction through the use of both pre-packaged and custom knowledge bases. And, with over 20 years of experience in knowledge base development, we’re one of the most respected names in the business.

One of the fastest growing areas in many companies today is their service organization. In many cases, the purchase of a company’s product is made based on how well the customer is serviced. In order to win and keep more customers, companies are turning to customer support software tools to track, measure, and respond to customer questions or problems.

ServiceWare plays a key role in the customer support paradigm by providing the knowledge needed to respond to customer inquiries and solve customer problems. Our products are focused in two areas:

Knowledge bases – designed for use within customer support, self-support, problem resolution, or software systems – that allow the support representative to respond to a customer’s question quickly, accurately, and consistently, or allow the customer to obtain the answer directly through system or Internet access .

Knowledge development software – which enables a customer support organization to create, augment, and maintain knowledge bases.

We provide knowledge bases—called "Knowledge-Paks^®"—for many of the questions and problems that customer support analysts deal with on a daily basis.

Knowledge-Paks supply the knowledge needed by a first-level analyst to effectively provide support for a set of products or applications. They contain thousands of problems and solutions, "How To" advice, error messages and how to recover from them, and tips for improving performance, as well as hundreds of examples, illustrations, and annotated screen images. Knowledge-Paks offer consistently correct answers, resulting in fewer escalations to senior support personnel and lower overall support costs. Through their use, a service organization will gain happier customers.

Our desktop product offering is the Knowledge-Pak Desktop Suite^™. It consists of over 25,000 complete descriptions, causes, and solutions to hundreds of questions and problems for products such as Microsoft Windows, NT, Office and Internet Explorer; Novell NetWare; Lotus cc:Mail and Notes; Netscape Navigator; Corel WordPerfect; and PC System Diagnostics. The Desktop Suite is used by help desks worldwide to support their company’s office automation and desktop investment. It embeds into and is provided with virtually all leading customer support software products.

The implementation and management of client-server business applications, such as the SAP R/3 system, are an increasing challenge for many companies today. That’s why ServiceWare has created the Knowledge-Pak Complete Suite for SAP R/3 ^™. To help SAP organizations meet this tough challenge head on, ServiceWare’s Knowledge-Paks provide solutions and descriptions to SAP’s popular modules such as Financial Accounting (FI), Basis (BC), Controlling (CO), Sales and Distribution (SD), Materials Management (MM) and Production Planning (PP). And our unique approach provides both pre-packaged and custom knowledge base development capabilities to support the specific R/3 implementation.

A new product offering to provide solutions to network-oriented problems and issues—the Knowledge-Pak Network Suite^™—will be available in mid-1997.

ServiceWare also provides the software needed to update, augment, modify, and maintain Knowledge-Paks or your own knowledge bases in an easy-to-use manner. Knowledge-Pak Architect^™ is a complete knowledge development software system that supplies these capabilities.

The majority of customer support vendors have formed relationships with ServiceWare to ensure that our knowledge bases integrate with their software systems. Over 20 companies now include the Knowledge-Pak Desktop Suite as part of their customer support solutions; in all, over 40 help desk vendors or distributors worldwide work with us to provide a comprehensive help desk solution for their customers. We’ve also formed partnerships with software vendors who provide self-help and PC diagnostic support tools for the home and small office audience. Our knowledge bases complement their automated problem resolution capabilities to deliver a more comprehensive solution.

We also invite you to send us e-mail at the following address or visit our Web site to learn more about our company, products, and services: