Redwood City, Calif. and St. Louis - April 7, 2004 -- SupportSoft, Inc. (Nasdaq: SPRT), a leading provider of Real-Time Service Management (RTSM™) software, and Charter Communications, Inc. (Nasdaq: CHTR), today announced Charter's roll-out of SupportSoft's SmartAccess™ software for automated provisioning of new broadband customers.
SupportSoft's SmartAccess solution enables new Charter broadband customers to automatically determine if their computing system qualifies for a high-speed connection, and if so, speeds the installation process by allowing for self-installation. After installation, Charter's customers then can benefit from access to SupportSoft's Service Automation Suite™, which provides for ongoing and automated resolution of customer issues related to their broadband connection.
"Today's customers expect results in real-time from their technology service providers," said Chris Grejtak, chief marketing officer for SupportSoft. "Our software helps Charter to meet that demand by giving their customers a way to get up and running with a broadband connection easily and quickly, while enabling Charter to accelerate revenue growth and maintain high levels of customer satisfaction."
"With the addition of thousands of new customers each quarter, we needed a solution that would allow us to scale as we grow, yet be flexible enough to adapt as our high-speed Internet products evolve. Our new SmartAccess based installation process has reduced installation work times considerably, and improved customer satisfaction, by performing all PC and network configuration steps within a single window on the desktop with a unified look and feel," said Michael Hanrahan, Charter Director of Data Services Operations. "We also needed an installation solution closely integrated to our support tools to allow us to monitor installation quality and ensure we have better information for post-installation support. SmartAccess now provides us data for these functions."
SupportSoft awarded Charter with their “Best Knowledge-Enabled Customer Self-Service Award” at its 2003 Annual User Forum. Over 300,000 customers visit Charter's self-help support portal powered by SupportSoft every month.
SupportSoft (Nasdaq: SPRT) is a leading provider of Real-Time Service Management (RTSM(tm)) software designed to accelerate and automate enterprise technical support, customer service and IT infrastructure management. Enterprises that have purchased our products and services include: ADP, Bank of America, Cisco Systems, IBM, Procter & Gamble, Siebel Systems, Sony and Thomson Financial. Managed service providers that have purchased our products to provide outsourced services to enterprises include: Accenture, ACS, CompuCom, CSC and IBM Global Services. Digital service providers incorporating our software into their service offerings include: Adelphia Communications, BellSouth, Charter Communications, Comcast Communications, Cox Communications, TeliaSonera and UPC. For more information, visit www.supportsoft.com
About Charter Communications
Charter Communications, Inc., a broadband communications company, provides a full range of advanced broadband services to the home, including cable television on an advanced digital video programming platform via Charter Digital™ and Charter High-Speed Internet Service™. Charter also provides business to business video, data and Internet protocol (IP) solutions through its Commercial Services Division. Advertising sales and production services are sold under the Charter Media® brand. More information about Charter can be found at www.charter.com
This press release contains forward-looking statements within the meaning of Section 27A of the Securities Act of 1933 and Section 21E of the Securities Exchange Act of 1934. These forward-looking statements are statements that relate to future events and include, but are not limited to, the expected benefits of our products and the expected usage of our products by the named customer. Forward-looking statements are subject to risks and uncertainties that could cause actual results to differ materially from those discussed in these forward-looking statements, including, but not limited to: our ability and our customer's ability to achieve broad adoption and acceptance of our products, the compatibility of our software with hardware and software platforms that are used by our customers and their subscribers now or in the future, system failures that may cause an interruption in our customer's ability to use our products or services, the ability of our software to produce results for our customer's subscribers as well as other risks detailed from time to time in our SEC filings. Statements included in this release are based upon information known to SupportSoft as of the date of this release, and SupportSoft assumes no obligation to update information contained in this press release.