InFact Technologies Signs Agreement with Palm Computing, Inc. and Significant Health Care Customer
BOULDER, Colo. — May 17, 1999 — InFact(TM) Technologies, makers of "Web-centric" problem resolution software for call centers, help desks, mobile support and product self-support via the Internet, will implement its Web 24×7 customer support module for Palm Computing, Inc., a 3COM company. An INFACT(TM) problem-resolution knowledge base on Palm(TM) products will be developed and loaded onto Palm Computing's Web site (www.palm.com) as early as mid-1999. The following Palm computing organizers will be supported: PalmPilot Personal Edition(TM), PalmPilot Professional(TM), Palm III(TM), Palm V(TM) and Palm VII(TM) organizers.
"Due to the large size of the Palm Computing customer base, a self-support option for users who want to help themselves, anywhere, any time, night or day, is an ideal way for Palm Computing to provide even more options for quality product support," said Jerry T. Sisson, INFACT executive vice president sales & marketing. "We're proud to have been chosen as Palm Computing's partner in offering this new self-support service to Palm's extensive customer base."
In addition, the company also announced that it has signed the Mayo Clinic, of Rochester, Minn., which will use the INFACT Help Desk module.
INFACT's self-refining knowledge base gets smarter over time and can be tailored to any product or service, emulating the interactive dialogue of a skilled customer support representative via the Web for around-the-clock customer support. Customers arrive at the accurate, relevant answers they need via INFACT's guided step-by-step fault isolation process without a call to customer service. Palm Computing is using INFACT Web 24×7 to provide a self-support knowledge base for their handheld computer products which users will be able to access directly from the Palm Computing Web site.
"Most of our customers use the Internet frequently," noted Gary Roberts, director of global services and Support at Palm Computing, Inc. "They expect to have access to key information via the Web whenever they need it. We view Web-based self-support services as an essential component of our service and support strategy, and we are pleased to be working with INFACT Technologies to offer our customers the most advanced Internet problem-resolution capability available today. Palm selected INFACT because the company's products have been Web-architected from the ground up, providing superior performance and functionality."
The Palm Computing platform is the foundation for the market-leading 3Com PalmPilot, Palm III, Palm IIIX, Palm V, and upcoming Palm VII connected organizers and other handheld computing products from Palm Computing's strategic partners, all leaders in their respective markets. These include IBM, which sells the IBM WorkPad PC Companion into the enterprise market; Franklin Covey, which supplies Palm devices for both the consumer and enterprise markets based on its popular time and life management planning concepts; and Symbol Technologies, which develops and markets the SPT 1500 device with bar code scanning capabilities used in retail, transportation, parcel and postal delivery, manufacturing and health care.
With more than 200 million customers worldwide, 3Com Corporation connects more people to information in more ways than any other networking company. 3Com delivers innovative information access products and network system solutions to large, medium and small enterprises; carriers and network service providers; PC OEMs; and consumers. For further information, visit 3Com's World Wide Web site at www.3com.com or the Palm Computing site at www.palm.com.
INFACT Signs New Health Care Customer
InFact Technologies, makers of Web-centric problem resolution software for the customer support industry, also has signed an agreement with Mayo Clinic, of Rochester, Minn., to implement the help desk module of the INFACT Support Suite.
The system will be implemented in phases beginning immediately, with completion scheduled for the fourth quarter of 1999. The INFACT Help Desk module will support Mayo's 60-seat call center, which services users who have questions about or problems with basic operations of PCs or Macintosh systems, as well as networking issues and software applications.
The installation is being done in conjunction with Service Management International (SMI), a California-based consulting firm and systems integrator that specializes in call center automation, knowledge management, computer telephony integration (CTI), sales force automation and Web integration.
About INFACT Technologies
Boulder, Colo.-based INFACT Technologies addresses the exponential increase in customer support calls, call length and costs associated with support for technology products sold to home and business. INFACT provides Web-centric, self-refining, problem-resolution software that delivers rapid and consistent problem solving for call centers, help desks, mobile users via local or Web access, and for customers best serviced by guided self-support. INFACT Technologies can be reached at (303) 938-8122, or www.infact.com.
* INFACT is a trademark of INFACT Technologies, Inc.
** Palm Computing is a trademark, and Palm, PalmPilot, Palm III, Palm IIIx, Palm V and Palm VII are trademarks of Palm Computing, Inc., 3Com Corporation, or its subsidiaries.
SOURCE InFact Technologies
CONTACT:
Courtney DeWinter of DeWinter Communications, 303-572-8180, kcdewinter@earthlink.net; or Linda Barker of L.R. Barker & Co., 303-628-5442, linda@lrbarker.com, both for INFACT Technologies