Redwood City, Calif., January 24, 2001 -- SupportWizard, a division of Integral Solutions Corporation (ISC) and a leading supplier of web-based customer support and knowledge management software, today announced the release of SupportWizard Enterprise Edition version 4.0. The new release is a major step forward in providing companies with a high end but economical solution to their customer relationship management (CRM) needs, as it fully integrates all web-based, e-mail, fax, and telephone communications with customers into a single system.

New enhancements included in SupportWizard Enterprise Edition v 4.0 provide:

• a comprehensive system for managing e-mail-based customer communications that automates routing and increases efficiency while providing higher quality customer support and accountability;


• the flexibility to create unlimited saved displays and reports that improve knowledge management and both internal and external communications;


• a sophisticated access permission structure that ensures unlimited levels of security;


• the ability to segment a single knowledgebase to manage diverse projects or users, simplifying database maintenance and reducing costs.

"The new features in this version of SupportWizard enrich the product to a point where very few companies are still able to compete, even at much higher prices," says Bridget Conrad, ISC’s VP of Business Development. The program has been highly rated by helpdesk user groups for its powerful, well designed feature set, the extent of its customizability, and an ease of use that makes it fully deployable within a day.

SupportWizard has attracted a growing number of converts from Fortune 500 and leading edge companies such as AT&T, Lucent Technologies, Lockheed Martin, Chevron, AskJeeves, and AboveNet, who are using it to handle their external customer support, IT helpdesk, or to manage specific development projects. By providing a knowledgebase repository for all support communications and solutions and offering several levels of automation for processing new issues, SupportWizard is helping these companies increase the efficiency of their support operations, improve the quality of overall customer support, and ultimately reduce costs. In addition, new reporting features allow the company’s management to see both overviews of the system and details about incidents, questions, solutions, and the support department's overall effectiveness.

With several e-mail management functions added to the new version of SupportWizard, companies can now gradually and seamlessly transition their existing support from a pure e-mail and/or phone based system to one that also empowers customers to search for existing answers and submit and track tickets directly over the web. SupportWizard Enterprise Edition v. 4.0 allows e-mails sent to different company e-mail addresses to be automatically routed to the appropriate workflows and staff for resolution. From there, existing solutions may be easily pasted into new tickets - with two mouse clicks a new question may be answered and the answer e-mailed back to the customer. This means faster response times with less effort.

Another group of new features addresses the knowledge management and reporting capabilities of SupportWizard. SupportWizard administrators now have complete control over the way tickets are displayed to each user group - they can customize every aspect of the display, save multiple displays, and assign different default displays to different user groups. Once they set up a display, it can be also be used as the basis for attractively formatted printed or e-mail reports.

In addition to graphical reports designed to display overall trends, SupportWizard now produces custom statistical reports with detailed data more suitable for thorough analysis. Easily created in two minutes, these reports allow users to run analyses on selected segments of the knowledgebase and to have the results sent automatically by e-mail to anyone on a daily, weekly, monthly or quarterly schedule. "At 3Com, we are using SupportWizard to manage a time-critical development project, and we are always looking for ways to improve communication among team members and reduce development times. These new features will allow us to do both," said Suresh Haridas, 3PDM Technical Lead at 3Com, one of the companies using SupportWizard.

With the new flexibility of access and control over displays, different groups of users can now be given access to any specific subset of tickets and fields, allowing a single knowledgebase to track several diverse projects, product lines, or even sets of FAQs. This increases efficiency and reduces the cost of ownership. "We've been looking forward to this functionality, because it will enable our different strategic business units, deployed around the world, to use a single knowledgebase while seeing only their own tickets. While all tickets can now be located in a single searchable database, each business unit can provide its own set of FAQs at its website," says Beverly Branch, Business Analyst at Chevron, another SupportWizard customer.

SupportWizard runs on Linux, Windows NT, Windows 2000 and Solaris platforms. It is free for the first three users, and costs $800 per simultaneous user after that, with a maximum of $23,500 for unlimited users.  It can also be leased on ISC's server for as little as $350/month (with 10 users), including all support, maintenance, and upgrades.

SupportWizard is a division of Integral Solutions Corporation (ISC), a Redwood City, California, company founded in 1991. ISC is dedicated to developing innovative, reliable and cost-effective Web-based customer care solutions for both growing and well- established companies worldwide. For more information, contact SupportWizard by phone:(650)363-8270, email , or visit www.supportwizard.com.

SupportWizard is a trademark of Integral Solutions Corporation.