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HYPERION PICKS MOTIVE FOR AUTOMATED INTELLIGENT SOFTWARE SUPPORT SOLUTION

Solution Should Enable Hyperion to Provide Customers with Better Service and Lower Total Cost of Ownership While Reducing Service Costs


Austin, TX, September 3, 2002 - Motive Communications, Inc.
(www.motive.com), the leading provider of intelligent service software,
today announced that Hyperion Solutions (NASD: HYSL), the global leader
in business performance management software, has selected Motive's
Enterprise Software Service Solution to help increase service and
support performance and improve profit margins.

Motive's solution offers a service infrastructure with core capabilities
that enable software companies like Hyperion to provide proactive,
targeted online assistance when problems or questions arise, as well as
remote services that gather data necessary to fix technical problems.
This combination of capabilities helps companies optimize their service
organization effectiveness and improve the bottom line through reduced
costs and increased revenues.

Hyperion will create a new service capability by incorporating Motive's
intelligent service infrastructure into Hyperion's Business Performance
Management Suite. Hyperion's Business Performance Management Suite
enables companies to set goals, model and plan performance, monitor and
report key results, analyze underlying business drivers and anticipate
future performance of core business activities.

Hyperion will take advantage of Motive's flexible infrastructure to
conduct a phased implementation for fast value and return on investment.
The first phase will address remote service capabilities, followed by
focused solutions for self-support.

Today, Hyperion relies on the phone or email to gather problem and
environment information from a customer, which can be a time-consuming,
and at times, error prone process. Using Motive's remote service
capabilities, data will be electronically harvested and transported to
Hyperion's service representatives. This electronic process can help
ensure the accurate exchange of information and significantly reduce the
time necessary to isolate and repair problems. The self-support
implementation will enhance Hyperion's existing Primus knowledge notes
and FAQs by using Motive's ability to employ context about the user's
environment and problem to deliver targeted self-support solutions.
Finally, information about frequent problems gathered through remote
services will be used to build automated self-support solutions where
applicable.

Key benefits anticipated from the Motive solution include increased
customer satisfaction due to faster and more effective resolution of
problems, which should also improve application uptime and reduce the
total cost of ownership of the products. In addition, Hyperion should be
able to reduce its service costs by automating time consuming manual
processes, improving the efficiency of its support analysts, reducing
calls to the service center through self-service, and decreasing the
number of costly on-site visits to collect technical information from
customers.

"We were drawn to the breadth of the Motive solution in its ability to
improve and automate core service and support activities, while also
providing a platform for future value-added services," said Debra Fleig,
vice president of Worldwide Support for Hyperion.
"Hyperion is first in its business segment in terms of market share,*
and now, first in its business segment to implement an intelligent
service solution that will drive down service costs while improving
customer satisfaction," said Anna Clepper, vice president of Marketing
for Motive Communications. "We are very excited that they have chosen
Motive to help them achieve their goals."

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, British Telecommunications, Corporate Express, Fujitsu,
Hewlett-Packard, Hyperion, Lawson Software, Microsoft Business
Solutions, Telewest and Warranty Corporation of America are transforming
their products and turning service from a cost center into a key
competitive advantage. Motive was founded in May 1997 and is backed by
funding from leading venture capital firms and private investors. For
more information, visit www.motive.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.

*Worldwide Financial/Business Performance Management Software Forecast
and Analysis, 2002-2006, International Data Corporation


 
Editorial Contact:
David Gibbs
Motive Communications
(512) 339-8335, ext. 2502

 
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