3Com and Remedy Team to Bring Mobile Help Desk Solutions to the Palm Computing Platform
Las Vegas — May 4, 1998 — Palm Computing, a 3Com company (NASDAQ:COMS) and Remedy(R)Corporation (NASDAQ:RMDY) today announced they will integrate Remedy's market-leading help desk and business process automation software with the industry-leading Palm Computing(R)platform. This alliance will create products to boost the productivity of help desk technicians with mobile access to a centralized trouble-ticket repository, thus lowering support costs and speeding resolution of end-user computing problems.
Many of today's service technicians cover a wide physical area based from a single location. Frequent trips to and from these workstations to various locations in a building or on a campus greatly reduce productivity and increase the overall cost of corporate IT management. The 3Com and Remedy mobile help desk solution will transform the travel-intensive and paper-based processes typically used to solve end-user help requests. By automating the remote retrieval and update of help desk trouble tickets, technicians can cut out redundant trips to the help desk station. The Palm Computing platform also will allow technicians to dispense with carrying paper-based trouble tickets that are prone to loss and inaccuracy.
The Palm Computing platform forms the core of the mobile help desk solution by integrating Remedy's help desk and business process automation software products with the 3Com(R) Palm III(TM) and PalmPilot(TM) Professional organizers, as well as handheld devices from Palm Computing OEM partners including IBM, Franklin Covey and Symbol Technologies.
The relationship announced today builds on 3Com's strategy to create a broad range of mobile computing solutions for enterprise and vertical markets based on the Palm Computing platform. As market leaders in their categories, 3Com and Remedy are addressing the demand for a mobile component of enterprise service environment including help desk, asset management, change management and service level agreements.
"Our relationship with Remedy is a natural progression for 3Com as it extends the Palm Computing platform into another important enterprise market," said Mark Bercow, vice president of strategic alliances and platform development for Palm Computing. "This co-development effort marks the first of many joint projects with Remedy to continue broadening the Palm Computing platform's enterprise functionality."
"Our customers are asking for a mobile component in their enterprise help desk environments," said Dave Mahler, vice president of business development for Remedy Corporation. "The combination of the Palm Computing platform with our comprehensive help desk solutions will provide a trusted, truly mobile support environment that will boost technicians' productivity and lower support costs."
Founded in 1990, Remedy develops and markets the world's leading solutions for the internal help desk and consolidated operations management (COM) market. As the leader for help desk solutions, Remedy continually delivers products that set the industry standard. At the end of March 1998, Remedy had over 5,600 customer sites with more than 3,000 customers in 62 countries. Remedy operates from headquarters in Mountain View, CA with offices in Pleasanton, CA, New Jersey, Maryland, London, Frankfurt, Paris, Tokyo and Singapore. More information about Remedy, its products and services is available on the company's web site at http://www.remedy.com.
3Com Corporation enables individuals and organizations worldwide to communicate and share information and resources at anytime from anywhere. As one of the world's preeminent suppliers of data, voice and video communications technology, 3Com has delivered networking solutions to more than 100 million customers worldwide. The company provides large enterprises, small and medium enterprises, carriers and network service providers, and consumers comprehensive, innovative information access products and system solutions for building intelligent, reliable and high performance local and wide area networks. For further information, visit 3Com's World Wide Web site at http://www.3com.com http://www.3com.com or the press site at http://www.3com.com/pressbox.
Note To Editors: 3Com, Palm Computing and the 3Com logo are registered trademarks, and Palm III and PalmPilot are trademarks of 3Com Corporation or its subsidiaries. All other company and product names may be trademarks or registered trademarks of the respective companies with which they are associated. This product is not manufactured by Pilot Corporation or Pilot Corporation of America, manufacturers and distributors of writing instruments.
Remedy, Remedy Corporation, the Action Request System, AR System, ARWeb, Flashboards and Remedy-Powered are all registered trademarks or other trademarks of Remedy Corporation, Mountain View.
CONTACT: Palm Computing, a 3Com Company
Elizabeth Cardinale, 650/237-6000
elizabeth_cardinale@3Com.com
or
A&R Partners
Allen Bush, 650/363-0982 ext. 228
allen_bush@arpartners.com
or
Remedy Corporation
Melissa Malley, 650/919-5401
mmalley@remedy.com
or
Buerger Media & Marketing, Inc.
Shannon Henderson, 770/449-1666
shannonh@buerger.com