AUSTIN, Texas, Oct. 21, 2003 – Motive (Company
Profile, Past
Stories, Case
Studies), the leading provider of service
management software, today announced that Warranty Corporation of America
(WaCA) will be adding Motive’s innovative telephone automation technology,
SmartCall, to its Digital LifeLine problem management offering. Based on
Motive’s Desktop SmartSupport, Digital LifeLine has enabled WaCA to reduce
service calls by a third and eliminate 75 percent of costly technician
dispatches. To address an even larger problem, help requests that come in
through the phone, WaCA will use SmartCall to fully automate its entire
support process, extending automation to troubleshooting and resolution of
phone interactions to reduce average handle times and drive more customers
to adopt its successful electronic desktop offering.
WaCA provides extended service contracts to some of the largest retailers,
OEMs and distributors in the United States. The company has an impressive
track record using technology innovation to help drive profitability and
competitive differentiation. WaCA was the first extended warranty provider
to offer an electronic problem management solution and the company is again
driving technological advances through its adoption of SmartCall.
“The lifeblood of our business is providing inventive techniques that
produce superior service and operational efficiencies,” said Bill York,
WaCA executive vice president. “With SmartCall, Motive has delivered a
truly innovative approach for impacting telephone queries. This will have a
profound impact on the value we can deliver to our retail and PC
manufacturer customers, and will drive significant increases in Digital
LifeLine adoption.”
SmartCall introduces users who have never used or have had failed
experiences with electronic support to an integrated electronic and phone
interaction that solves problems fast with an easy guided experience, while
increasing their likelihood of using electronic support in the future.
SmartCall’s Diagnostic Encoding, which will be incorporated into Digital
LifeLine, automatically captures and translates complex desktop environment
data, such as operating system versions and system settings, into a
numerical code that the end user reads to a service representative over the
phone. When the code is entered into the Motive SmartCall Problem
Resolution Console, a comprehensive view of all the necessary operational
data is created and problem areas are clearly highlighted to enable quick
diagnosis and resolution of problems. This approach streamlines the time
consuming, costly and frustrating process involved with collecting data
about the problem and the system involved.
“We continually strive to deliver new technology that addresses the
evolving needs of our customers,” said Scott Abel, executive vice president
of Motive’s Enterprise Business Unit. “With SmartCall, we have developed a
solution that gives service providers the ability to impact every phone
call with electronic support automation to drive adoption and to decrease
the cost of phone support. WaCA has clearly established itself as a leader
in support automation and is further demonstrating its commitment to
service excellence through the adoption of SmartCall.”
About Motive
Motive is the leading provider of service management software for Global
1000 businesses. The Motive Service Management Suite is the only solution
that enables companies to manage process and technology ecosystems in a
business-relevant way. Motive’s patented technology and approach have been
proven in more than 30 million implementations worldwide by market leaders
including 3Com, Bell Canada, BellSouth, British Telecommunications,
cablecom, Charter Communications, Cox Communications, Deutsche Telekom,
Fujitsu, Hewlett-Packard, Hyperion, Mercury Interactive, Microsoft Business
Solutions, NTL Home, SBC Communications, Telewest, TELUS, Time Warner
Cable, VERITAS Software, and Verizon. Motive was founded in May 1997 and is
backed by leading venture capital firms and private investors. For more
information, visit www.motive.com.
About Warranty Corporation of America
Founded in 1985, Warranty Corporation of America provides manufacturer’s
warranty and extended service contract programs to some of the largest
electronics retail chains and PC manufacturers in the United States. In
addition to computers and electronics, WaCA offers warranty and service
contract programs on homes, appliances, land and cell telephones, lawn and
garden equipment, home office equipment and heating and air conditioning
equipment. WaCA processes and administers several million contracts each
month making it one of the largest companies of its kind in the United
States. To learn more about WaCA, please visit www.waca.com. More
information about WaCA’s Digital LifeLine product can be found at
http://digitallifeline.com
The Motive logo, Motive Communications, Inc., Motive Service Management
Suite, and MotiveSmart are trademarks or registered trademarks of Motive
Communications, Inc. All other products or services mentioned herein are
trademarks of their respective holders.
email this article