Broadbase Software Completes Acquisition of Servicesoft, Inc.

Paul Ferrill

Updated · Dec 18, 2000

MENLO PARK, CA–Broadbase Software, Inc., a provider of
customer-focused analytic and marketing automation applications, today announced that it
has completed the acquisition of Servicesoft, Inc., an e-service
solutions provider.

Broadbase claims that this will make them the clear leader in the eCRM market. They
say that with this acquisition they have created the industry’s first eCRM suite that
provides a single analytic and operational solution across all e-marketing and e-service

“Today’s eBusinesses must adopt technology that allows them to gain control of every
customer interaction – by doing so, companies will not only increase customer loyalty,
but will ultimately help drive profitability quickly and efficiently,” stated Chuck Bay,
CEO of Broadbase. “By combining Servicesoft’s technology into our own, Broadbase is
changing the eCRM market as we know it today — enabling companies to create intelligent,
optimized customer experiences with the industry’s first integrated eCRM suite.”

Servicesoft’s e-service solution, Servicesoft 2001, combines eCRM capabilities such as
self-help, assisted service, e-mail management and live collaboration.

“The combination of Broadbase’s analytics and operational marketing functionality
with Servicesoft’s e-service and knowledgebase management capabilities will truly
benefit enterprises seeking to improve current operational CRM investments,” stated
Sam Clark, Senior Research Analyst of META Group. “This acquisition will further enhance
Broadbase’s competitive position and force other customer interaction management vendors
to better articulate CRM strategies.”

Paul Ferrill
Paul Ferrill

Paul Ferrill has been writing for over 15 years about computers and network technology. He holds a BS in Electrical Engineering as well as a MS in Electrical Engineering. He is a regular contributor to the computer trade press. He has a specialization in complex data analysis and storage. He has written hundreds of articles and two books for various outlets over the years. His articles have appeared in Enterprise Apps Today and InfoWorld, Network World, PC Magazine, Forbes, and many other publications.

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