Anybody think they know anything?
From the looks of my portfolio the last couple of weeks, certainly not me (or in the immortal words of Firesign Theater, "Everything you know is wrong"). I did find this, FWIW.
RTS SOFTWAREr & REMEDYr CORPORATION JOIN FORCES TO INTEGRATE INDUSTRY-LEADING FIELD SERVICE MANAGEMENT AND HELP DESK APPLICATIONS
Best-in-Class Providers Form Partnership
San Francisco, CA - June 22, 1998 - RTS Software, the leading global provider of large Field Service Management (FSM) applications, today announced they became an Independent Software Vendor (ISV) with Remedy Corporation, the world's leading help desk solution provider. The result is an integrated software solution between the RTS Service Suite, and Remedy's Action Request System (AR System) which provides users with an ability to easily diagnose and solve problems or dispatch appropriate service personnel to resolve a user's problem. As a result of the agreement, RTS becomes the first FSM vendor to resell a help desk application based on Remedy's AR System foundation.
Announced at the annual Remedy Users Group conference in San Francisco, the partnership and integration strongly address the need in a service organization to diagnose, resolve, and close the problem or, if the situation warrants, dispatch the most appropriate engineer. The result is that RTS provides a complete end-to-end FSM solution. For companies that have already implemented either the Remedy AR System or RTS Service Suite, the integration is available and transparent to the end-user.
The integration between RTS Software's FSM solutions and Remedy's AR System allows for the convenient sharing of information within the service organization. Through the use of the AR System, all pertinent data regarding the nature of the problem is collected, and when appropriate, potential solutions are offered and the call may be closed. If the service provider is unable to assist the customer in resolving the situation, the established
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trouble ticket is transferred to RTS Service Suite, and a field engineer (FE) is dispatched with a complete history of the situation. The FE is able to use this information to determine the best course of action to alleviate the problem as quickly as possible. Further, RTS Service Suite manages all activities while the FE is at the customer site.
"While the main focus of FSM is the dispatch of an FE, there are times that the best method of dealing with a problem is via an integrated help desk solution," explains Mory Bahar, senior vice president of worldwide marketing and strategic alliances, RTS Software. "We've found that many of our customers and potential customers have already invested in Remedy, and the synergy between our two solutions builds upon that investment as the decision is made to incorporate FSM capabilities."
"The integration and implementation of RTS Service Suite and the Remedy AR System is a natural and logical progression for today's service organization," comments Eric Bergan, vice president of ISVs at Remedy. "By partnering with RTS in the FSM market, we are offering our service industry customers the ability to diagnose a problem over the phone, and either resolve the situation, or dispatch an FE armed with extensive knowledge."
As well, this synergy is also available in RTS Software's FSM product for the telecommunications industry Service Assurance Management. This solution pairs Remedy's strong reputation in the telecommunications market with RTS Software's strength in the workforce management arena. This combination provides a high level of customer service in the deregulated and competitive telecommunications industry.
"By installing RTS Software's Service Suite into the Remedy help desk environment, we are looking to improve the productivity of the people in the customer service department here at NTL," states James Batho, Focal Point product director at NTL, Inc. "We plan to reduce the time taken for our staff to re-key necessary data." NTL, Inc. is one of the U.K.'s leading cable and telecommunications service providers, and a customer of both Remedy and RTS Software.
About Remedy
Remedy Corporation develops and markets the world's leading software solutions for the internal help desk and consolidated operations management markets. A trademark of Remedy's products is adaptability, which allows customers to easily make the software enhance business operations by working with leading enterprise management and resource planning applications.
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Founded in 1990, the Mountain View, CA-based company serves more than 3,000 customers at 5,600 customer sites in 61 countries. More information on Remedy, its products and services is available on the company's Web site at remedy.com.
About RTS Software
RTS Software is the leading global provider of best-in-class field service management (FSM) software solutions that maximize a service organization's revenue, and optimize its use of people, inventory and capital. The company is renowned for having the most robust contract management and logistics applications, and the largest and most knowledgeable FSM professional services team in the market. RTS Software is recognized as the marketshare leader among those vendors whose primary business is field service.
The company has over 100 active customer sites in 30 countries and
provides solutions to world-class corporations such as Sun Microsystems, Data General, Stratus Computers, GEC Gilbarco, Barlow, Granada, NTL, Teraoka Seiko and Omron. RTS Software has dual headquarters in Waltham, Massachusetts, USA and Jerusalem, Israel. European operations are managed from Hemel Hempstead, UK. Japan operations are based in Tokyo. Additional information can be found at the company Web site at rtssoftware.com.
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RTS Software is a registered trademark of RTS Software. Remedy is a registered trademark of Remedy |
