Fifth Third Bancorp Selects ServiceWare
ServiceWare Technologies, Inc. (NASDAQ: SVCW), a leading provider of Web-based knowledge management solutions for customer service and support, today announced that Fifth Third Bancorp (NASDAQ: FITB), a diversified financial services company, has selected its eService Suite solution to provide enterprise-wide service and support to over 20,500 employees and 5,200,000 customers throughout the United States.
Fifth Third expressed a need to reduce its overall support burden by decreasing incoming calls into the IT helpdesk and customer call center. Therefore, one of the key drivers behind the selection of ServiceWare's eService Suite included its Web self-service solution. Fifth Third employees and customers will be able to easily search and answer their own questions or escalate their issues to a live agent via e-mail or chat within ServiceWare's eService SiteT solution.
Fifth Third also wanted to improve knowledge sharing and increase first call resolution rates among its support agents. By leveraging ServiceWare's knowledge base and self-learning search technology, MindSyncT, Fifth Third's agents will have instant access to accurate knowledge enabling them to efficiently answer employee and customer questions. Agents will also be able to contribute new knowledge to the system as a part of their normal workflow, which will result in a more robust and up-to-date knowledge base.
Finally, the company expressed a need to improve the support of its ATM systems by providing field service technicians with easy access to troubleshooting and service information. ServiceWare's solutions enable field service representatives to access support knowledge using ServiceWare's agent tool, eService ProfessionalT.
"With ServiceWare's solution we hope to increase our ability to support and solve more complex issues at the point of first contact," said James Lancaster, Vice President Fifth Third Bancorp. "This improvement in first call resolution, coupled with our ability to deflect calls to Web self-service, eliminate redundant problem solving at the helpdesk and call center, and empower field technicians with knowledge, will enable Fifth Third to reduce customer service and support costs."
"We are extremely pleased that Fifth Third Bancorp has selected ServiceWare to enhance their enterprise-wide customer service and support efforts. By harnessing their intellectual capital, Fifth Third will be able to provide world-class support to their customers and employees," stated Kent Heyman, president and CEO for ServiceWare. "ServiceWare's relationship with Fifth Third exemplifies our ability to provide financial services institutions with the solutions needed to improve customer satisfaction and reduce operating costs."
About Fifth Third Bancorp
Fifth Third Bancorp is a diversified financial services company headquartered in Cincinnati, Ohio. The Company has $78 billion in assets, operates 16 affiliates with 925 full-service Banking Centers, including 132 Bank Mart® locations open seven days a week inside select grocery stores and 1,899 Jeanie® ATMs in Ohio, Kentucky, Indiana, Michigan, Illinois, Florida and West Virginia. The financial strength of Fifth Third's affiliate banks continues to be recognized by rating agencies with deposit ratings of AA- and Aa1 from Standard & Poor's and Moody's, respectively. Additionally, Fifth Third Bancorp continues to maintain the highest short-term ratings available at A-1+ and Prime-1, and was recently recognized by Moody's with one of the highest senior debt ratings for any U.S. bank holding company of Aa2. Fifth Third operates four main businesses: Retail, Commercial, Investment Advisors and Midwest Payment Systems, the Bank's electronic payment processing subsidiary. Investor information and press releases can be viewed at www.53.com. The company's common stock is traded through the Nasdaq National Market System under the symbol "FITB."
About ServiceWare
ServiceWare is a leading provider of Web-based knowledge management solutions for customer service and support. ServiceWare's eService SuiteT software empowers organizations to deliver superior service, while reducing support costs. Powered by MindSyncT, a patented self-learning search technology, eService Suite enables businesses to develop and manage a repository of knowledge to effectively answer inquiries over the Web and in the call center. More than 200 leading organizations have implemented ServiceWare software including H&R Block, AT&T Wireless, Cingular Wireless, Reuters, Stream International, and QUALCOMM. Learn more today by visiting www.serviceware.com or calling 1.800.572.5748.