Product News and Announcements

IT service desks across the UK and Europe are being urged by the Service Desk Institute (SDI) to celebrate the importance of excellent customer service by taking part in IT Service Week – October 5-9.  IT Service Management solution provider Cherwell Software is a one of two marquee sponsors ssupporting SDI with the launch of the first IT Service Week in Europe.

Similar to the increasingly popular National Customer Service Week initiative which has been celebrated since 2001, the Service Desk Institute is calling all IT service desks and support teams to get involved in IT Service Week and promote the excellent service they give to their customers, both internal and external.

Activities to promote the service desk could include job swaps between frontline analysts and management, fancy dress or themed days, PC support drop-ins, IT support road shows and inviting customers to nominate their IT service ‘hero’.

The main purpose of IT Service Week is to:

• highlight the dedication of the entire service desk team – first line, second line and field engineers in delivering great customer service
• let work colleagues and customers know how vital the role of the IT support analyst/engineer is and that the IT service team committed to meeting and exceeding customer expectations
• ‘blow the trumpet’ of the IT service desk staff who work hard and go that extra mile to ensure the technology in their business continues to function
• boost the morale and teamwork of the IT service desk
• recognize and reward those teams and employees who deserve it

“We know how much IT service and support teams care about the service they provide to their colleagues and customers; now we want them to show it,” says Howard Kendall, founder and chairman of SDI. “IT Service Week offers service desks the perfect opportunity to showcase the superb work of their patient and hard-working analysts and engineers and show exactly how much they contribute to keeping their businesses, or their customers’ businesses, running.”

“Cherwell is delighted to be a flagship sponsor of the first IT Service Week” said Tony Probert, Managing Director of UK operations of Cherwell Software “we understand the challenges and infinite number of details that are required to provide excellent IT service, as evidenced by the robust capabilities and configurability of our ITIL-based IT Service Management software.”

Howard Kendall adds “SDI is committed to recognizing the talent, commitment and achievements of IT service professionals and we are delighted to welcome aboard Cherwell Software as one of our two main supporting partners, in helping us to bring this ground-breaking industry-wide initiative to life.”

About Cherwell Software, Inc.
Cherwell Software is the developer of Cherwell Service Management™ – an integrated service management software solution for IT and support professionals. Cherwell Service Management™ was designed, from the ground up, using Microsoft’s .NET technology and out-of-the-box ITIL best practices. With fully-integrated Pink Elephant verified modules such as Incident Management, Problem Management, Change Management, Release Management, Configuration Management, and Service Level Management - just to name a few, Cherwell Service Management™ provides a holistic approach to service management, allowing IT and support departments to align themselves with the businesses they support. Cherwell Service Management™ offers enterprise power with mid-market prices and ease of use. Cherwell Service Management™ customers include such companies as TV Guide, The Weather Channel, Ent Federal Credit Union, The University of Minnesota, Hallmark Services and Ohio State University.

Headquartered in Colorado Springs, with European offices in UK, Cherwell Software was founded, and is managed, by a team of industry experts – including the former CEO of FrontRange Solutions, the former Chief Architect of FrontRange’s HEAT® and ITSM™ product lines, and the original founder and past CEO of the Help Desk Institute (HDI). We are passionate about customer care, and dedicated toward “building innovative technology based on yesterday values.” Please visit www.cherwellsoftware.com for more information about Cherwell Software.

About The Service Desk Institute (SDI)
Founded in 1988 by Howard Kendall, the Service Desk Institute (SDI) is the leading authority on service desk and IT support related issues, providing specialist information and research about the technologies, tools and trends of the industry. It is Europe’s only support network for IT service desk professionals, providing service management consulting, customized training courses and qualifications.

Acting as an independent adviser, SDI captures and disseminates creative and innovative ideas for tomorrow's service desk and support operation. SDI sets the standards for the IT support industry and is the conduit for delivering knowledge and career enhancing skills to the professional community.

It also offers the opportunity for international recognition of the support centre operation through a site certification audit programme. SDI members span numerous industries and include Asda, AOL, Body Shop Direct, Bank of England, Barclays Bank, Foster & Partners, Fujitsu, IPC Media, Norfolk Constabulary, O2, T K Maxx, United Biscuits, Virgin Media TV and Vocalink Ltd. Further information about SDI can be found at www.sdi-europe.com.

Former FrontRange Executive, Tony Probert, tapped to lead effort

COLORADO SPRINGS, CO, July 16, 2009—Cherwell Software (http://www.cherwellsoftware.com), a leader in developing IT Service Management software solutions that bring enterprise-level functionality at a mid-market price, today announced the opening of its UK/European offices.  The UK/European operations will be headed by Tony Probert who previously built and managed the operations for FrontRange Solutions in Europe over an 8 year period.

Tony Probert, UK Managing Director said, “The UK and Europe is a natural market for a Service Desk solution that has been developed to embrace and deliver ITIL® best practices. The UK could also be considered the “spiritual home” of Cherwell, so I feel very excited and privileged to be given the responsibility of building our European business here. Cherwell Software is a company full of people with knowledge, ability and passion who have developed a leading edge solution.  Initial reactions have clearly shown that Service Desk professionals in the UK really like what they see.” 

Vance Brown, Chairman and CEO of Cherwell, said, “We are excited to be expanding to meet our rapidly growing UK and European market with the opening of our offices in the UK.  Strategically, we are delighted to have the caliber and stature of an individual such as Tony Probert joining the Cherwell team and heading up our UK and European operations.  His knowledge of the Service Management industry and his focus on meeting and exceeding customer needs matches our core values of Innovative Technology Built on Yesterday’s Values.”  

Contact information for the new offices:

Cherwell Software Limited
Brinkworth House
Brinkworth
SN15 5DF
United Kingdom
Phone: +44 (0)1793 680 280

About Cherwell Software, Inc.

Cherwell Software, Inc. was founded by a team of industry experts with decades of experience in Help/Service Desk/ITSM and CRM applications. Cherwell delivers a unique combination of state-of-the-art technologies with a focus and integrity that is refreshing. Cherwell doesn’t burden customers with complex and costly system implementations. Our core product, Cherwell Service Management (CSM), provides enterprise-level functionality for your mid-market investment. CSM was built from the ground up using Microsoft .NET technology and embraces industry best practices throughout. The built-in Cherwell development platform, based on CBAT (Code-less Business Application Technology), enables an IT staff to build any integrated business application without a programmer. As a true SaaS 3.0 solution - CSM deployment options range from traditional on-premise installations to 100% hosted. Learn more at http://www.cherwellsoftware.com.

Headquartered in Colorado Springs, Colorado, Cherwell Software was founded, and is managed, by a team of industry experts – including the former CEO of FrontRange Solutions, the former Chief Architect of FrontRange’s HEAT® and ITSM™ product lines, and the founder and past CEO of the Help Desk Institute (HDI). We are passionate about customer care, and dedicated toward “building innovative technology based on yesterday values.”

ITIL is a Registered Trademark, and a Registered Community Trademark of the Office of Government Commerce. Cherwell Service Management™, Cherwell Service Desk™ and the Cherwell logo are the property of Cherwell Software, Inc.  Other products, brands and trademarks are property of their respective owners/companies. Any rights not expressly granted herein are reserved.

Colorado Springs, CO, May 14, 2009 – Cherwell Software, Inc. (“Cherwell”) today announced results of its 2009 Customer Satisfaction Study. This detailed survey, conducted by the independent consulting agency Strategies For Success, reveals the current levels of Cherwell Software’s product, service and support performance.

The key findings of the study support the fact that Cherwell Software’s customer base is highly satisfied and loyal. 

Key findings of the study indicate:

• All (100%) of customer respondents would recommend the Cherwell product to other organizations;
• 100% of the customer respondents would consider Cherwell Software, Inc. for future purchases; 
• All customer respondents (100%) believe the Cherwell software is fulfilling the requirement(s) for which it was purchased;
• Nearly all (95%) of the customer respondents believe Cherwell Software, Inc. is the technological leader in help desk/service desk software systems;
• Nearly all (90%) of the customer respondents believe Cherwell Software provides a real “value” for the investment;

"The Cherwell Software, Inc. customer satisfaction ratings have been among the highest we have seen in conducting studies of this nature," said Carrie Cornella, President, Strategies for Success.  "The findings indicate that Cherwell Software has developed a very loyal customer base and your customers are highly satisfied with both the quality of Cherwell Software’s services and products.  We congratulate you and your team on your success."

“We are very pleased with the results of this study,” said Vance Brown, Chairman and CEO of Cherwell Software. “This reaffirms our strong commitment to customer service and our ability to deliver products and services that are truly valued in the industry.”

The survey also revealed areas for improvement for Cherwell, such as the suggestion for additional support personnel.  "We take suggestions from our customers very seriously," added Brown.  "Just this month we added two support professionals to our team."

About Strategies For Success
Strategies for Success is a services-focused consulting organization with a solid history of direct, hands-on experience in providing consulting assistance, marketing research, and staff training to client organizations in major industry service and technology segments. Notable companies include Intuit, Inc., Blue Ocean Software, Skyline Products, Inc., Blue Ridge Transportation, and Holland and Hart. The firm’s background includes working with organizations to successfully increase customer satisfaction, customer retention, and customer loyalty within organizations in the manufacturing, educational and professional services, legal services, and the software marketplace.

About Cherwell Software, Inc.
Cherwell Software is the developer of Cherwell Service Management™ – an integrated service management software solution for IT and support professionals. Cherwell Service Management™ was designed, from the ground up, using Microsoft’s .NET technology and out-of-the-box ITIL best practices. With fully-integrated Pink Elephant verified modules such as Incident Management, Problem Management, Change Management, Release Management, Configuration Management, and Service Level Management - just to name a few, Cherwell Service Management™ provides a holistic approach to service management, allowing IT and support departments to align themselves with the businesses they support. Cherwell Service Management™ offers enterprise power with mid-market prices and ease of use. Cherwell Service Management™ customers include such companies as TV Guide, The Weather Channel, Ent Federal Credit Union, The University of Minnesota, Hallmark Services, Ohio State University, and Rosetta Stone.

Headquartered in Colorado Springs, Cherwell Software was founded, and is managed, by a team of industry experts – including the former CEO of FrontRange Solutions, the former Chief Architect of FrontRange’s HEAT® and ITSM™ product lines, and the original founder and past CEO of the Help Desk Institute (HDI). We are passionate about customer care, and dedicated toward “building innovative technology based on yesterday values.” Please visit www.cherwellsoftware.com for more information about Cherwell Software.

Las Vegas, NV, April 6, 2009—Cherwell Software, Inc. (http://www.cherwellsoftware.com) a leading developer of software products for the IT Service Management industry announced the signing of a third-party sales agreement with KnowledgeBroker, Inc. (http://www.kbi.com). KnowledgeBroker's (KBI) prepackaged computer support KnowledgeBase for Help Desk analysts and End User self-service is now fully integrated with Cherwell Service Management™ and offered as part of Cherwell's new “software as a service” (SaaS) model, Cherwell On-Demand. Cherwell plans to demonstrate KBI’s support content in booth 234 at the HDI 2009 Conference and Expo in Las Vegas that opens April 6, 2009.

 

KnowledgeBroker's TotalBase for Cherwell improves call center metrics by increasing first call resolution rates, cutting inbound call times and streamlining support with immediate answers to user questions. It also reduces the number of inbound calls when accessed by end users. KBI's TotalBase provides first-tier support for more than 190 desktop applications.

"What we like about KnowledgeBroker is that they have the same mind-set as we do," said Vance Brown, Chairman and CEO of Cherwell Software. "We provide customers with Enterprise power at a mid-market price. It was only natural that we would partner with KnowledgeBroker to extend that enterprise power to include Knowledge Management."

"Companies are under constant pressure to cut costs and improve service," said Brad Stanley, Managing Director of KnowledgeBroker. "The combined power of Cherwell's On-Premise and SaaS models and KnowledgeBroker's TotalBase is an excellent combination in achieving this goal."

Cherwell Service Management is a fully-integrated service management software solution for a service desk, help desk or customer call center. Cherwell is a web-enabled product built from the ground up using Microsoft's® .NET technology and out-of-the-box, PinkVERIFY™ ITIL® V3 best practices. Cherwell Service Management is available through a traditional licensing model or through a subscription service. Designed for the global enterprise company – but priced for the mid-market – Cherwell is the most customizable system on the market today.

About KnowledgeBroker

KnowledgeBroker (www.kbi.com) is a leading provider of prepackaged computer solutions. Established in 1992, KBI licenses a comprehensive computer support KnowledgeBase with solutions for more than 190 desktop and Internet applications. KnowledgeBroker's content integrates directly into partner systems and resides safely behind the user's firewall, never compromising security. KBI updates the KnowledgeBase quarterly. As part of their quarterly updates, they include solutions for all unresolved issues submitted by their customers at no additional charge. KnowledgeBroker also works with individual companies to develop solutions for site-specific applications and processes. For more information contact KnowledgeBroker at 626-441-0702 or send an E-mail to sales@kbi.com.

About Cherwell Software, Inc.

Cherwell Software is the developer of Cherwell Service Management – an integrated service management software solution for IT and support professionals. With fully-integrated modules such as Incident, Problem, Change, Release, Configuration and Knowledge Management - just to name a few - Cherwell Service Management provides a holistic approach to service management, allowing IT and support departments to align themselves with the businesses they support. Cherwell Service Management offers enterprise power with mid-market prices and ease of use. Satisfied Cherwell customers include companies such as TV Guide, The Weather Channel, Ent Federal Credit Union, The University of Minnesota and Hallmark Services.

Headquartered in Colorado Springs, Cherwell Software was founded, and is managed, by a team of industry experts – including the former CEO of FrontRange Solutions, the former Chief Architect of FrontRange’s HEAT® and ITSM™ product lines, and the original founder and past CEO of the Help Desk Institute (HDI).