ServiceWare Appoints New Chief Staff

Updated · Sep 06, 2001

Web-based support solution provider ServiceWare Technologies, Inc. named Kent Heyman as CEO and president, replacing Mark Tapling, who resigned from the company to pursue other interests. Tom Unterberg, chairman of ServiceWare’s board of directors and co-founder and chairman of C.E. Unterberg, Towbin, said of the board’s decision to appoint Heyman, “Kent is extremely results-focused, and will enable ServiceWare to weather today’s difficult economic climate and emerge a strong market contender.”

Heyman comes to ServiceWare after a five-year stint at Mpower Communications, where he was one of three founding employees and a senior vice president. He maintained responsibility for the company’s strategic direction and helped take it from a start-up to a national integrated communications company with more than 2,000 employees, in addition to raising more than $1 billion in the capital markets. Unterberg recognized Heyman’s preceding achievements: “In his former position at Mpower Communications, Kent helped lead the company’s aggressive growth and ability to penetrate new markets against large, established competitors. His experience and leadership will enable ServiceWare to continue to deliver innovative products to the market.”

Prior to Mpower, Heyman served as litigation department chairman and lead trial counsel for Dowling, Magarian, Aaron and Heyman. After receiving a bachelor’s degree from California State University, Fresno, Heyman went on to earn a doctor of law (J.D.) degree from University of the Pacific’s McGeorge School of Law.

Said, Heyman of his appointment, “I am pleased to lead the ServiceWare team because I recognize the leadership of the company’s products, the caliber of its customer base, and the enormous opportunities for growth. I look forward to working with the company’s experienced and dedicated team to continue to set the industry standard for knowledge- based customer service and support.”

The 10-year-old, Oakmont, Pa.-based company specializes in solutions that enable organizations to easily provide customers with fast, accurate answers to inquiries across all touch points — Web, e-mail, phone or in-person. Products include eService SuiteTM, eService Site, eService Professional and eService Architect.

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