Case Study 1: One- to- One with ServiceWare Customers V

SW: What about the interface with Oracle? How did it go?

M: It went very smoothly — in fact, it was quite simple. We were among the first companies to interface eService Suite and Oracle with the version of Remedy we use. That process went very well. ServiceWare sent out a very competent team of project managers and developers to facilitate the integration, so we had the transition completed within a two- week period.

SW: Would you consider one of ServiceWare’s core competencies to be the team of project managers and the level of knowledge they’re able to bring in to solve specific problems.

M: Right. We were very happy with the ServiceWare implementation team, both with their technical skills and their ability to prepare our large staff for the process.

Prior to the actual implementation, the ServiceWare team surveyed our management to understand our expectations. When we were ready to move ahead, their technical folks came in and pretty much implemented the entire set up as a turnkey project. All in all, the implementation was extremely well orchestrated.

SW: About how long did it take before you started receiving results?

M: We started realising benefits in about eight weeks. However, I think we saw the maximum return in about 90 days. To be honest, since we started at zero and had to build up to a critical mass we have actually held people back. We really wanted to develop and input a comprehensive set knowledge into the database before we encouraged our staff to start actively looking.

SW: Is there anything else that I should know that I could tell someone who is looking at ServiceWare or considering another product?

M: One interesting thing is we recently revisited our decision to implement eService Suite by talking with other knowledge database vendors to determine if we are still using the best product. At the end of that analysis we came to the same solution: ServiceWare is still the best company for us to work with.