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FUJITSU PC CORPORATION SELECTS MOTIVE COMMUNICATIONS TO POWER COMPREHENSIVE E-SERVICE NETWORKMobile Computing OEM Plans to Make Superior Service Key Differentiator in Fiercely Competitive IndustrySANTA CLARA, Calif.-November 6, 2000-Fujitsu PC Corporation (FPC), a wholly-owned subsidiary of Fujitsu, Ltd., today announced it will deploy an international e-service network based on Motive Communications' e-service platform. Beginning in February 2001, FPC will provide Internet-based service powered by Motive to consumer and commercial users of Fujitsu notebooks and pen tablets in the United States, Canada and Central America, and consumer and commercial users of pen tablets in Europe."We intend to provide the best service in the PC industry and feel Motive will allow Fujitsu to achieve this goal," said Sara Nelson, vice president of marketing, Fujitsu PC Corp. "Our industry is extremely competitive, making it a challenge to stand out from the crowd. In 2001, superior service will be one of Fujitsu's key differentiators. It will help us gain new customers and strengthen the loyalty of our existing customer base. We know we will succeed in this effort because Motive has a remarkable record of successful deployments." The new e-service network will enable FPC to increase customer satisfaction by delivering faster, simpler and more comprehensive service. The e-service network will give FPC's users a personalized browser user interface, multi-language support, immediate access to solutions for common problems and fast access to specialized experts. The benefits to users will include higher system uptime and lower total cost of computing. Fujitsu also expects to dramatically reduce warranty costs, decrease parts dispatches and reduce the time its service representatives spend on each task through the integration of the network. FPC selected Motive's platform for several reasons, including the solution's overall comprehensiveness, proven track record, scalability and its ability to provide service for mobile users. Fujitsu is the first PC OEM to use Motive AnswerWeb, an integrated question and answer application that covers all classes of questions across all types of applications. Using a sophisticated answer-base and processing system designed to respond to context, natural language and keyword search queries, AnswerWeb ensures that users are presented with the most relevant answers or subject-matter experts without the need to search through large knowledge bases. "Fujitsu is a leading supplier of mobile computing products and a company that is staking much of its reputation on its ability to provide extraordinary service to its users," said Anna Clepper, Motive's vice president of marketing. "This is the kind of company that Motive serves best. We have invested heavily to build an e- service platform that has become the de facto standard for OEMs. Our technology enables OEMs to combine their unique service assets with our platform to create a unique and differentiated e-service network that fits their customers' distinct needs and provides an advantage over their competitors." Network Offers Multiple Benefits The new e-service network will benefit FPC through lower overall support costs, highly differentiated service, increased customer satisfaction, fewer support calls, faster response time, decreased time-on-task, reduced total cost of ownership and a more productive service staff. These productivity gains will be driven by Motive's unique technology, which uses context and automation to make problem resolution simpler, faster and more reliable than traditional phone, email or chat-based approaches. FPC's end users will enjoy a highly personalized e-service experience, a single entry point for all support services, immediate access to critical information, Web-based solutions to common problems, a quick and easy way to submit problems to the Fujitsu service and higher productivity with their Fujitsu computers. 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, EDS, Fannie Mae, Fujitsu PC Corporation, Gateway, General Electric Information Systems, Great Plains Software, 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 http://www.motive.com . Motive employment opportunities can be found at http://jobs.motive.com . Fujitsu PC Corporation Fujitsu PC Corporation (FPC) is a wholly-owned subsidiary of Fujitsu Limited, a leading provider of Internet-based information technology solutions for the global marketplace. Comprising over 500 group companies and affiliates worldwide-including ICL, Amdahl and DMR Consulting Group-Fujitsu Limited had consolidated revenues of $50 billion in the fiscal year ended March 31, 2000. FPC delivers high-performance mobile computing solutions for the North American market, including a wide range of notebook computers and pen tablet computers. The company is headquartered in Santa Clara, Calif. and has a customer service and support center in Memphis, Tenn. For more information on Fujitsu pen tablet and notebook computers, visit the FPC web site at www.fujitsupc.com or call 1-800-831-3183. Fujitsu and the Fujitsu logo are registered trademarks of Fujitsu Limited. Stylistic is a trademark and First Cabin is a servicemark of Fujitsu PC Corporation. Intel is a registered trademark and Celeron is a trademark of Intel Corporation. Microsoft and Windows are registered trademarks of Microsoft Corporation. All other trademarks mentioned herein are the property of their respective owners. The statements provided herein are for informational purposes only, and may be amended or altered by FPC without notice or liability. FPC disclaims liability for any inaccuracies, errors or omissions in this press release. Copyright 2000 Fujitsu PC Corporation. All rights reserved. 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, ext. 2408 claire@motive.com top of page |
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