Tuesday December 21, 5:01 am Eastern Time
Company Press Release
Pivot Technologies-TM- Implements Customer
Contact Center with a Secure Web Interface for
Reporting
- Standardizing on Remedy CRM Solutions(TM), Pivot Contact Center supports VAR Channel
Services and Improves Customer Service
VALLEY COTTAGE, N.Y.--(BUSINESS WIRE)--Dec. 21, 1999-- - Creates new revenue opportunities while increasing
customer
satisfaction
- Integrated Remedy status reports via the Pivot Internet Website
Pivot Technologies Inc., a wholly-owned subsidiary of Micros-To-Mainframes, Inc. (NASDAQ: MTMC - news) and a
leading provider of automated remote network and systems management, related consulting and engineering services today
announced that it has selected Remedy Customer Relationship Management Solutions(TM) to centralize and consolidate all
service management. The new Pivot Contact Center includes a consolidated tactical support team with a unified interface for
customers using the Pivot Automated Remote Network & Systems Management Service.
The new Pivot Contact Center logistically coordinates the activities for internal and third party responsible professional service
providers and is the primary point of contact, control, management, tracking, and coordination for all requests for services
from their customers. The new Pivot Contact Center automatically detects any network anomaly and immediately dispatches
the correct resources required to resolve the problem before the users on the network realize there is an issue. Pivot
Technologies chose Remedy Customer Relationship Management Solutions for their contact center system because it is a
proven performer and provided the flexibility and programming ease required for their extensive customer service needs.
``Remedy has enabled us to quickly adapt and automate our customer support processes for a wide range of services,' said
Anthony R. Travaglini, CTO. ``Even when our system has identified a network anomaly and has dispatched resources to
restore, affected users still need a place to call to obtain status information. With Remedy, we can facilitate handling those calls
and assure users that help is already on the way, thanks to the proactive nature of our Automated Remote Network and
Systems Management.'
Leveraging Remedy's Web functionality, Pivot Technologies allows customers to check the status of any existing trouble ticket
at any time, seven days a week, twenty-four hours a day through a secure Pivot web interface. Integrated Remedy status
reports provide customers a clear understanding of where each service request is in the resolution process and the activities
involved in the process.
``We are enthused that Pivot Technologies chose Remedy CRM Solutions to centralize their contact center activities,' said Joe
Davis, General Manager & Vice President, Remedy CRM. ``Using Remedy, Pivot Technologies will improve the service they
provide their customers as well as be able to better measure and manage their contact center activities. We are happy to help
them provide superior customer service and increase the productivity of their professional services team.'
``The Pivot Contact Center is a significant enhancement to the overall value proposition of the Pivot Service,' explained CEO
Steven Rothman. ``Choosing an industry-leader such as Remedy for this key component of our service offering is only natural.
Pivot is designed on the foundation of a philosophy of 'Systems Managing Systems.`` Remedy provides the all-important
interface between these systems and the people who use them. We look forward to using Remedy to dramatically broaden the
scope of the services we provide to our customers, and to substantially increase the value they and our shareholders receive
from Pivot Technologies.'
About Remedy and Remedy CRM
Remedy Corporation© (NASDAQ: RMDY - news) is the leading provider of adaptable e-business solutions and offers the
fastest deployments available for IT Service Management, Customer Relationship Management, and e-Procurement. Remedy
Customer Relationship Management Solutions(TM) automate processes including customer support, quality assurance,
marketing management and sales force automation. With Web and email integration, everyone in the enterprise has access to
customer data; and partners or customers may take advantage of providing self-support, improving loyalty and profitability.
Leveraging Remedy's unique AR System(TM), Remedy CRM Solutions(TM) install and configure rapidly, adapt as business
needs grow and change, and support powerful integration--all at an affordable price. More information on Remedy, its
products and services is available on the company's Web site at remedy.com.
About Pivot Technologies, Inc.
Pivot Technologies, Inc. provides ``lights-out' remote management of enterprise corporate networks and systems. Pivot
delivers comprehensive, professional remote management services. These services include automation and management of
diverse, multi-vendor networks and systems, as well as asset tracking, software metering and reporting. Pivot offers the reality
of providing proactive, as well as, reactive network operations center services to its clients, 24 hours a day, 365 days per year
including pre-planned actions to be taken, notification to personnel of completed actions automatically without relying on
operator intervention.
Pivot is a wholly-owned subsidiary of Micros-to-Mainframes, a premier provider of network analysis & diagnostics,
management, architecture, design, implementation and support services, as well as technology acquisition and deployment
workflow management systems serving the New York Tri-State area since 1986. Micros-to-Mainframes' practices in
Network Analysis, Network & Systems Management, Internet Services, IT Consulting, Data & Network Security, Network
Infrastructure Engineering, Integrated Communications, Technology Acquisition and Deployment Workflow Automation and
Enterprise LifeCycle Managed Services create a comprehensive computer and communication services suite. The Company
maintains sales, technology labs, help desk, network management operation centers, training and service facilities in Valley
Cottage, New York, New York City, and Connecticut. Micros-To-Mainframes is an authorized reseller of Intel Corp, IBM,
Dell Computer, Compaq Computer, Hewlett Packard, Cisco Systems, Citrix, Axent Technologies, Microsoft, PSINet, and
Novell. For more information visit our web sites at www.mtm.com and www.pivottech.com. |
