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MOTIVE POWERS AUTOMATED SERVICE FOR LAWSON SOFTWARELeading Business Management Software Provider Using Motive Intelligent Service Technology to Support Enterprise ApplicationsAustin, Texas, September 19, 2001 - Motive Communications, Inc. (www.motive.com), a leading provider of intelligent service software, today announced that it is providing Lawson Software with an Internet-based service solution for its line of e-business enterprise applications. Lawson Software, which provides solutions to health care and other Fortune 2000 enterprises that enhance financial, human resources and supply chain management, selected Motive to personalize and unify the service experience for its customers. Currently, end users of Lawson software who have questions either call the Lawson Global Support Center or sort through content on Lawson’s web site. By consolidating its service infrastructure on Motive’s ServiceNet Platform, Lawson will be able to provide its customers with an efficient, targeted support experience via the Internet that solves their problems quickly and saves Lawson money by diverting users from costly phone calls when online solutions are more effective. Motive’s built-in service software “knows” who the end user is and what the user is doing when a request for help is received by Lawson’s Global Support Center. The ServiceNet Platform will automate Lawson’s support center by collecting and using this information to deliver targeted, personalized self-service solutions or relevant answers pulled from existing Lawson knowledge bases, allowing the user to resolve common questions with or without assistance. Motive software can then store the solution to benefit future users who may encounter the same question. When necessary, the software will connect the user to the appropriate product or technical experts at Lawson. In this case, Motive forwards along contextual information so that experts can see a comprehensive view of the situation as soon as they are connected, eliminating the need to troubleshoot from scratch or to waste time with a series of difficult and repetitive questions. “Lawson Software’s e-business solutions offer a wide range of services to customers throughout the enterprise, providing customizable software to a diverse corporate customer base,” said Dave Malcolm, vice president of technology products at Motive. “Motive’s intelligent service solution gives Lawson a scalable platform over which they can deliver fast, personalized support to users of all their applications.” About Motive Motive Communications, Inc. is the leading provider of intelligent service software. By building service into digital products and processes, Motive transforms the user experience and delivers timely, targeted assistance to customers. Motive’s ServiceNet Platform enables businesses to create service-rich products and applications that capture market share and fuel customer loyalty, while slashing service costs. Using Motive solutions, world-class companies such as 3Com, Adelphia, Compaq Computer Corporation, EarthLink, EDS, Fannie Mae, Fujitsu, Great Plains, Hewlett-Packard Company, Lawson Software, Merrill Lynch, Target Corporation, WebLink Wireless Inc. and Wells Fargo are redefining their markets and making service an integral part of the customer experience. 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 http://www.motive.com Motive employment opportunities can be found at http://jobs.motive.com The Motive logo, Motive Communications, Inc., Motive ServiceNet Platform and all other product or technical names are trademarks or registered trademarks of Motive Communications, Inc. 3Com is a registered trademark of 3Com Corporation. All other products or services mentioned herein are trademarks of their respective holders. Editorial Contact: Stephanie Leonard Motive Communications 512-339-8335, ext. 1071 sleonard@motive.com top of page |
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