Segue Reaches New Heights in Customer Service and Support
Contacts:
Bill Siegel
Segue Software, Inc.
(781) 402-1000
bsiegel@segue.com
Craig Librett
Miller/Shandwick Technologies
(617) 351-4129
clibrett@miller.shandwick.com
Growing Maintenance and Support Revenue Fueled by Expanded Staff
Company Unveils Segue TechNotes for 24 x 7 Issues Resolution
LEXINGTON, Mass.-April 19, 2001- Segue Software, Inc. (NASDAQ: SEGU) today
announced the company`s customer service and support division continues to
build on its success of the past year - with 200 percent more trained
computer science professionals on staff servicing nearly 400 customers each
week. Segue is the market`s e-business reliability experts, providing a
range of solutions that give companies with high-volume e-business
operations a higher level of confidence in their sites` performance and user
experience.
As part of today`s announcement, the company also officially unveiled Segue
TechNotes - its online resolution database for customer support. The new
search offering, which will go live next week, is a 24 x 7 service giving
customers real-time answers to over 1,000 potential scenarios.
Segue`s customer service and support center - and the newly released
TechNotes system - support the company`s Silk products, the leading
reliability applications on the market that accurately model demanding
e-business environments and simulate the stress presented by up to tens of
thousands of concurrent Web site visitors.
"In 2000, our service and support division hit record revenues of over $13
million," said Steve Butler, Segue`s president and chief executive officer.
"Now, operating with 200 percent more trained computer science
professionals, our service and support staff is able to resolve client
issues faster and more efficiently than ever before - making our service and
support offerings by far the best in the business."
As part of this extended initiative, Segue also expanded its support hours -
from 15 to 18 hours per day. Segue support also reports that currently 98
percent of all technical support phone calls receive a live answer from the
company`s Tele-support team and nearly 100 percent of customer e-mail
support issues receive a same-day response from a Tele-support engineer.
"We are resolving more calls month to month and are ensuring that resolution
times meet and surpass our customer expectations," said Wendy R. Holman,
Segue vice president, customer support and training. "By centralizing
technical support and putting the right infrastructure and procedures in
place, Segue services will remain scalable in today`s and tomorrow`s global
marketplace."
Segue supports a wide-range of premium customers, including the Federal
Reserve Bank of Boston, American Airlines, Compaq, Ernst and Young, British
Petroleum, Sprint, Western Union and Lockheed Martin.
About Segue`s e-Business Reliability Solutions
As the market e-business reliability experts, Segue Software understands the
challenges organizations face when deploying and maintaining successful
e-business systems. The Segue e-business solution set includes a
comprehensive suite of scalability, performance, monitoring, reliability,
and verification methodologies. These solutions enable clients to achieve
high levels of eConfidence, Segue`s gold standard of reliability for
e-commerce applications. Headquartered in Lexington, Mass., with offices
across North America and Europe, Segue can be reached at 1-800-287-1329 or
at www.segue.com.
Silk, SilkCard, SilkMeter, SilkPerformer, SilkPilot, SilkTest and
eConfidence are trademarks and Segue is a registered trademark of Segue
Software, Inc. All other product names are properties of their respective
companies.
This press release may contain forward-looking statements. Forward looking
statements are statements which contain predictions or projections of future
events or performance, and often contain words such as "expects",
"projects", "will", "might", or other words indicating a statement about the
future. The company notes that any such forward-looking statements are
subject to change, are not guarantees of future performance, and that actual
results may differ materially from any such projections or predictions,
based on various important factors, including, without limitation, changes
in the market, market acceptance of Segue products, new products and
announcements from other companies and changes in technology and industry
standards. Additional information on the factors that could affect Segue`s
business and financial results is included in that company`s periodic
reports filed with the Securities and Exchange Commission.
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