I own CGIX @ 8 7/8. I'm long on this stock from last month.
This is what I found in WSJ
February 23, 1996
IBM Printing Systems Company Uses Carnegie Group's FSWorkBench
Technology For Service Delivery Solution
FSWorkBench Application Will Include Lotus Notes(TM)
and HTML-based Internet Documents for Access by Customer Engineers
PITTSBURGH, Feb. 23 /PRNewswire/ -- IBM Printing Systems Company will soon empower
their customer engineer service representatives by delivering service information via a user-friendly
graphical interface application that integrates multiple service tools, databases, Internet access, and
advanced customer engineer workflow management, Carnegie Group announced today. This
application, called Enhanced Service Platform (ESP), utilizes Carnegie Group, Inc.'s (CGI) (
Nasdaq: CGIX) Field Service WorkBench (FSWorkBench) technology to tie together IBM
Printing Systems' suite of service applications and databases, including Lotus Notes.
FSWorkBench is a reusable application template designed from a user-centric perspective, where
all service information delivery is user- driven, whether from the call center or the field. Traditional
service information delivery is data-driven, where information access is provided around
constraints in the databases, network, communications and hardware.
FSWorkBench provides a consistent graphical user interface into service applications while
providing for data sharing between these applications. FSWorkBench also manages customer
engineer workflows and automates service procedures, eliminating the need for memorizing
multiple passwords, log-on procedures, applications and tasks, significantly reducing service
personnel training time and expense. Each FSWorkBench is custom built to address the technical
and business needs of a specific customer service organization.
Carnegie Group's relationship with IBM Printing Systems began when IBM selected CGI's
TestBench(TM) as the problem resolution solution for their service laptops. At that time, the
customer engineers were equipped with parts databases, diagnostic knowledge bases, and soft
copy documentation, but lack of a common access interface made the tool suite difficult to use.
IBM Printing Systems' service management was searching for a strategy to improve the usability
and increase the acceptance of their service laptops to provide better service while reducing call
time. Management saw that FSWorkBench provided a means to integrate these disparate but
necessary tools in order to encourage the laptops' use, and ESP development began in September
1995.
"Carnegie Group had the technology we needed to quickly deliver a complete, easy-to-use
service solution to our field service force," said Fred Gray, manager, service reengineering, IBM
Printing Systems. "Plus, the solution has value over and above `ease-of-use' due to their service
and integration expertise. FSWorkBench, combined with Lotus Notes, allows IBM Printing
Systems automated distribution and presentation of real-time service information to our worldwide
service organization."
Gray added, "We also appreciate the fact that CGI gave us a solution that we, not they, can
maintain and change over time as our business changes."
"This project was the next logical step in our partnership with IBM Printing Systems, and we're
pleased to be delivering competitive advantage as well as clear operational benefits to our
customer," said David Ruppersberger, vice president, business development, Carnegie Group.
"IBM Printing Systems anticipates that ESP, using FSWorkBench, will provide service information
to the field faster and more efficiently and give them a competitive edge in supporting their
customers."
ESP's beta program begins in mid-February with final delivery in early April.
Carnegie Group, Inc. provides software development services that integrate advanced software
technologies within a client/server architecture. The resulting applications improve its clients'
productivity and competitive market position in three business areas: customer service, customer
contact and logistics, planning, and scheduling. The company integrates its applications with clients'
existing computing infrastructures, delivering solutions that leverage legacy system investment.
Carnegie Group targets its services to clients in the telecommunications, financial services,
manufacturing and defense industries. Major customers include U S WEST Communications, Inc.,
the United States Transportation Command, Caterpillar Inc., the U.S. Army, Gulf States Steel,
and Philips Medical.
/delval/
/CONTACT: Nannette Vilushis of Carnegie Group, 412-642-6900/
Hope this will help you and Marie.
Good Luck |
