Doe Run Shortens Downtime With iSolve Virtual

Knowledge Manager
MIME-Version: 1.0
Content-Type: multipart/mixed;
    boundary="----=_Part_167264_2050116557.1270564566840"

------=_Part_167264_2050116557.1270564566840
Content-Type: text/plain; charset=ISO-8859-1
Content-Transfer-Encoding: 7bit

Doe Run Shortens Downtime With iSolve Virtual Knowledge Manager

Softlib's iSolve Helps Doe Run Deliver the Right Solution at First Contact to Agents and Technology Users

TEL AVIV, Israel, April 6, 2010--     Softlib Software, a leading provider of Virtual Knowledge Management
software for Web Self-Help, technical support centers and helpdesk teams,
today announced that Doe Run, Inc., the largest integrated lead producer in
the Western Hemisphere, has deployed SoftLib's iSolve software for its IT
organization. iSolve now helps Doe Run IT staff locate the right solutions
for technical incidents quickly and easily, thus improving time to resolution
and reducing downtime substantially.

    Doe Run's IT organization was looking to improve end user satisfaction
and to reduce the time of experts supporting incidents. The solution of
choice had to fit into their Information Technology Infrastructure Library's
(ITIL) initiative and had to help the experts locate solutions in a variety
of information sources - internal and external. iSolve intelligent search and
Federated Knowledge Management capabilities helped Doe Run IT leverage home
grown knowledge automatically while seamlessly integrating with existing
systems such as their Service Desk system. This allows Doe Run's IT
organization provide immediate service to knowledge workers while reducing
escalations and saving experts time.

    Doe Run selected iSolve due to its following unique capabilities:

   
    - Leverage all internal information sources without moving them around
      (emails, CRM, service desk, portals...)
    - Built in vendor information and relevant Web news groups and forums
    - Intelligent natural language search with unique 'solution grouping'
      presentation
    - Seamless integration with existing information sources and applications
    - Deployment in less then a week

    "In the tight economy of today it was imperative to invest in technology
that will free up our team and provide immediate ROI. With iSolve we see the
potential to achieve this by making knowledge that used to be hidden or hard
to retrieve more accessible to the entire IT organization. This positively
affects time to fix, increases user satisfaction and motivates us share more
and better knowledge. iSolve was implemented in days and complemented our
ITIL strategy", said Sharon Gietl, CIO, Doe Run.

    "Softlib is honored that iSolve was selected by one of the Computerworld
Premier 100 IT Leaders and a leading organization such as Doe Run. The market
is anxious for solutions to boost expert productivity that have low cost of
ownership and can be deployed quickly and easily. " said Boaz Grinvald,
President of Softlib Software. "We are proud that Doe Run shares our vision."

    About Softlib

    Softlib is a leading provider of Solution Identification software,
enabling our customers to reduce costs substantially while improving service
to end users and customers. We bring innovative solutions to the marketplace
that revolutionizes the way technical support is delivered. Softlib products
are used on thousands of computers worldwide. Among our customers are
financial institutions, telecom companies, technology vendors and government
agencies. SoftLib has offices in the USA, Belgium and Israel.

    About The Doe Run Company

    Based in St. Louis, The Doe Run Company is a privately held natural
resources company and the largest integrated lead producer in the Western
Hemisphere. Dedicated to environmentally responsible mineral and metal
production, Doe Run operates one of the world's largest, single-site lead
recycling facilities, located in Boss, Mo. The Doe Run Company and its
subsidiaries deliver products and services necessary to provide power,
protection and convenience. Doe Run has operations in Missouri, Washington
and Arizona. For more information, visit http://www.doerun.com

    For more information, please visit http://www.softlibsw.com or contact:

   
    Rotem Ackerman
    +972-3-5615190
    rotem@softlibsw.com

Source: Softlib Ltd

Rotem Ackerman, +972-3-5615190, rotem@softlibsw.com

-------
Profile: Tech
------=_Part_167264_20501165