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MOTIVE COMMUNICATIONS AND PC-DOCTOR DELIVER HARDWARE SERVICE SOLUTIONIntegrated Offering Combines Motive's Online Customer Care Solution with PC-Doctor's Advanced Hardware DiagnosticsAustin, TX and Emeryville, CA, September 6, 2000 - Motive Communications, Inc., (www.motive.com) a leader in online customer-care solutions and PC-Doctor, Inc., (www.pcdoctorstore.com) a leading developer of hardware diagnostic and systems information tools for PC manufacturers and technical service providers, today announced an extension to their partnership that allows in-depth hardware diagnostics to be snapped into Motive's online customer-care products. For the first time, computer manufacturers and corporations will be able to easily extend their Motive-based e-service solutions to isolate, detect, and resolve support and service issues down to the hardware level. This solution will produce significant cost savings for companies by reducing the need for replacement parts and on-site technician visits and will provide a more satisfying and productive service experience for the user. An industry-leading hardware manufacturer has already purchased the Motive-PC Doctor integrated solution and will introduce it to users later this year. According to IDC, up to 20% of a support center's incidents originate in system hardware or hardware-related issues, but up to 45% of the cost of service is the result of replacing system hardware. The addition of PC-Doctor to Motive's e-service solution enables more accurate isolation, diagnosis, and resolution of the problem source. In addition, the hardware diagnostic capability extends Motive's already rich catalog of e-service solutions, providing the support center with unparalleled power to deliver superior service to its customers.The Motive/PC-Doctor Solution PC-Doctor, Inc. provides technology to the personal computer industry to help companies assure quality and sustained, optimal performance of their equipment. The PC-Doctor product suite provides the industry's most comprehensive set of diagnostic software tools available today for optimizing product quality, support, and service for the computer user. Motive offers an online customer-care software solution that automatically connects users with answers or a network of experts when they have problems or questions. Motive-powered service targets the core issue in online customer care - actually answering the question or solving the problem, while making best use of the customer's time. A key component of Motive's system is that it is able to determine who the user is, what the user is doing and the details of the computing environment. This contextual information can now include in-depth hardware information and status provided by PC-Doctor. Motive uses this information to deliver relevant content or expertise directly to the user. "As part of Motive's online customer-care software, PC-Doctor's robust diagnostic solution thoroughly analyzes all aspects of a hardware system. Over 350 tests determine hardware or software related problems. By simply ruling out hardware problems alone, manufacturers and corporate IT departments can significantly reduce their support costs and increase profitability," said Tom Colamonico, vice president of sales at PC-Doctor. "Our joint customer service solution with Motive gives PC users a higher level of satisfaction with their systems while maintaining productivity. Tech support and help desk staff see less no-fault-found activity that ultimately results in a lower cost of ownership for all concerned." "Our partnership with PC-Doctor brings an additional key capability to our solution," stated Pat Motola, vice president of business development at Motive Communications. "Hardware problems are often difficult to isolate, but with integration of PC-Doctor's solution, detailed information about the system is gathered and diagnosed and potential problem sources are identified in a quick and efficient manner. This will help our customers reduce downtime and avoid unnecessary dispatches and returns. We're excited that one of our existing hardware customers will be using the solution and expect that many IT departments will also consider the solution to be a critical part of their overall online service offering." Product Availability Motive integrated PC-Doctor products are available immediately from PC-Doctor. Motive's e-service products are currently available from Motive Communications. About Motive Communications, Inc. Motive Communications powers online customer care by offering software solutions that automatically connect online users to a company's answers and experts when they have problems. These products are used to build unique e-service networks that help companies foster customer loyalty, drive revenue, supercharge service capacity and increase market share. Motive's software solutions are used by leading companies in many industries including all.com, Compaq, Dell, EDS, Gateway, General Electric Information Systems, Great Plains Software, Fannie Mae, Hewlett-Packard Company, Intuit, Kmart, Merrill Lynch, Peregrine, pcsupport.com and Target Corporation. Motive was founded in May 1997 and is backed by $43M in funding from leading venture capital firms and private investors. Motive can be reached at (512) 339-8335 or on its Web site at www.motive.com. Motive employment opportunities can be found at jobs.motive.com. About PC-Doctor, Inc. (formerly known as Watergate Software Inc.) Founded in 1992, PC-Doctor, Inc. is the leading provider of PC hardware diagnostic, customer support and manufacturing tools for the top PC vendors and IT organizations worldwide. The company produces the popular PC-Doctor software suite used throughout the entire lifecycle of a PC: development, manufacturing, customer support, and service. Multi-platform, multi-lingual PC-Doctor is the de facto industry standard for PC diagnostics. Over 30 million units have been shipped to date. PC-Doctor diagnostics tests ship with systems from 8 of the 10 leading PC manufacturers worldwide while providing the underlying instrumentation for web-based customer support solutions such as Motive's Online Customer Care Solution, Dell's OpenManage Resolution Assistant and MicronPC.com's ConnectedSupport.com. This year PC-Doctor co-developed with IBM, Intel and Microsoft the Common Diagnostics Model (CDM), a standard for sharing diagnostic tests using the Common Information Model (CIM) for enterprise management. PC-DoctorStore.com offers Service Center 2000, an all-inclusive, multi-platform, multi-lingual hardware diagnostic solution for VARs, systems builders, integrators and technical support. The company maintains sales, support and development offices in the U.S., Europe and Asia. For more information, visit the company web site at www.pc-doctor.com and www.pcdoctorstore.com or call (510) 596-2080. The Motive logo, Motive Communications, Inc. 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 Motive Communications 512.339.8335 x 2408 claire@motive.com top of page |
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