|
Press Release |
|||
|
MOTIVE AUTOMATES SERVICE FOR WARRANTY CORPORATION OF AMERICALeading Extended Service Agreement Provider Chooses Motive's Software to Deliver Intelligent Online Service to Retail PC CustomersAustin, Texas, October 15, 2001 - Motive Communications, Inc. (www.motive.com), the leading provider of intelligent service software, today announced that it is providing Warranty Corporation of America (WaCA) an Internet-based service solution named "Digital LifeLine" for customers who purchase PC Extended Service Contracts through WaCA. WaCA, which provides extended service agreements to some of the largest electronics retail chains and PC manufacturers in the United States, has deployed Motive's ServiceNet Platform to automate the service experience for PC users who purchase computers from WaCA affiliated stores and manufacturers. WaCA currently provides assistance to PC customers via traditional call centers that can be accessed by a toll-free number. By utilizing WaCA's Motive-powered Digital LifeLine solution, PC users can now simply click an icon on the desktop whenever they have a problem or question and they are immediately directed to a relevant solution, answer or expert, eliminating the need to abandon tasks to get service. Digital LifeLine delivers more accurate information because it "knows" who the customer is and what the customer is doing at the specific time the problem or question arises. The Motive system collects and uses this contextual information to direct WaCA customers to targeted self-service solutions, allowing users to solve common problems without assistance, or connect users, when necessary, to the appropriate WaCA service personnel. In the latter case, Motive forwards along all the contextual information about the users' PCs and what they are doing so WaCA representatives can see a comprehensive view of the situation as soon as they are connected, eliminating the need to troubleshoot the problem from scratch or to waste time with a series of difficult and repetitive questions. "At WaCA, we understand that extended service agreements are about more than just insurance. They're also about providing a high-quality, day-to-day service experience to customers," said Pat Reynolds, general manager, computer products division of Warranty Corporation of America. "By utilizing Motive's technology to drive our Digital LifeLine solution, WaCA is able to offer PC users unparalleled automated service, while giving us a huge competitive advantage in the market." "WaCA is the clear leader in the retail warranty industry because they understand that customer satisfaction is ultimately the most critical factor in ensuring their long-term success," said Dave Malcolm, Motive's vice president of technology products. "Working hand-in-hand with Motive to offer customers a fast, effective automated service experience, WaCA is truly setting itself apart as the warranty provider that puts customers first." About Warranty Corporation of America Warranty Corporation of America, Inc. (WaCA), a fully insured Financial Service Administrator, is a leading provider of Extended Service Contracts for retailers, distributors, manufacturers and financial institutions. WaCA's continuing success is built upon offering the highest quality service to its customers. It has an extensive record base that compliments thousands of selling dealers, distributors, manufacturers and its network of contracted servicers located in all 50 states and Canada. Actuarial information collected in WaCA's state-of-the-art product analysis system gives it the essential statistical data to establish programs structured around sound reserving and solid (A+ A.M. Best rated) insurance backing. With this broad base of program management expertise, WaCA's ability to maximize profits and customer satisfaction is unsurpassed. 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, 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. Editorial Contact: Stephanie Leonard Motive Communications 512-339-8335, ext. 1071 sleonard@motive.com top of page |
|||