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MOTIVE POWERS INTELLIGENT SERVICE FOR CORPORATE EXPRESS, WORLD'S LARGEST B2B OFFICE PRODUCTS COMPANYMotive to Answer Questions, Solve Problems for the 400,000 Users of Corporate Express' E-Way Online Ordering SystemAustin, TX, March 11, 2002 - Motive Communications, Inc. (www.motive.com), the leading provider of intelligent service solutions, today announced that Corporate Express, Inc., a Buhrmann company (NYSE: BUH), the world's largest business-to-business supplier of essential office and computer products and services, has selected Motive's solution to power a new online service initiative.Corporate Express sells office products, office furniture and computer supplies online and through a direct sales force. First introduced in 1996, Corporate Express' online ordering system, E-Way®, now has more than 400,000 active users who bought almost $800 million in products last year, with online sales for 2002 expected to exceed $1 billion. While eager to increase online sales, the company also needs to hold the line on the cost of servicing these sales. After reviewing several solutions, Corporate Express chose Motive as its strategic platform for online service. The company expects Motive's solution to help keep costs under control, but more importantly, Motive's technology is a key extension to their corporate commitment to superior service. "Our vision is to be fast, flexible and responsive to our customers. We want to create customer relationships that feel personal," said Mark Hoffman, President and CEO of Corporate Express. "E-Way enables our customers to quickly and easily find, order and pay for office products with improved accuracy. And we see Motive as an integral part of our E-Way initiative." "It is exciting to be working with Corporate Express as they clearly understand the impact service can have on their business," said Scott Harmon, CEO of Motive Communications. "Increasingly, companies are establishing market advantage by creating a superior, value-based service relationship with their customers. Corporate Express is part of a new breed of companies that recognizes the importance of intelligent service in fueling customer loyalty and increasing competitive differentiation." Delivering Service as an Integral Part of the E-Way Experience Corporate Express will introduce Motive's intelligent service capabilities as part of a new version of E-Way. Motive's solution is being built into the E-Way site so that when customers have a question or problem, they can simply click on a service button that is available on every page and be presented with a list of questions and answers specifically tailored to that particular page or process. "Motive's ability to provide context sensitive help was a key factor in our selection of their software," said Hoffman. "The Motive solution provides the higher level of customer care that we strive for. It also supports our multi-channel approach to service. Now customers can phone, fax or go online for support, depending on their needs." Overall, Corporate Express believes that the Motive system will enable the company to improve the online ordering process for its customers, increase customer satisfaction, reduce demand on the service center and extend its competitive advantage. About Motive Motive Communications, Inc. provides intelligent service solutions for the world's leading digital brands. Motive's industry leading software and service expertise enable technology innovators to create a new generation of "smart products" that deliver service as an integral part of the user experience. Using Motive, world-class digital brands such as 3Com, Adelphia Communications, Corporate Express, EarthLink, Fujitsu, Gateway, Great Plains Software, Hewlett-Packard, and Verizon are transforming their products and turning service from a cost center into a key competitive advantage. In addition, software leaders and major outsourcers including Peregrine and EDS are integrating Motive solutions into their ERM applications and service offerings, to help corporate IT organizations significantly improve the quality and reduce the cost of employee support. Motive was founded in May 1997 and is backed by funding from leading venture capital firms and private investors. Motive can be reached on its Web site at www.motive.com. About Corporate Express Corporate Express, Inc. is a wholly-owned subsidiary of Buhrmann, NV (NYSE:BUH and AEX: BUHR), an international business services and distribution group. Buhrmann is the world's major supplier of office products, paper and graphic systems for the business market. Corporate Express' product offering includes office and computer supplies, imaging and computer graphics supplies, office furniture, document and print management, desktop software, promotional products, and other similar products. Corporate Express has operations in Australia, Austria, Belgium, Canada, Denmark, France, Germany, Ireland, Italy, Luxembourg, the Netherlands, New Zealand, Poland, Sweden, the United Kingdom and the United States. Corporate Express' North American operations have more than 300 facilities, including 54 distribution centers, and employs 14,300 people. The Company's Web site address is www.CorporateExpress.com. The Motive logo, Motive Communications, Inc., Motive ServiceNet Infrastructure, Intelligent Service Delivery and all other product or technical names are trademarks or registered trademarks of Motive Communications, Inc. All other products or services mentioned herein are trademarks of their respective holders. Editorial Contact: Claire Campbell-Seeger Motive Communications (512) 339-8335, ext. 2408 claire@motive.com top of page |
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