Motive selected by Tin.it for Broadband Service Management (email this article)

MILAN, November 26, 2003 - Motive(Company Profile, Past Stories, Case Studies), the leading provider of service management software, today announced that Tin.it, Telecom Italia Media's Internet Service Provider, is using the Motive Service Management Suite to provide its Internet customers with an automated pre-qualification and support solution. Tin.it, a provider of a broad range of ISP services to the Italian marketplace (tin.virgilio.it), also worked closely with Motive's Italian partner, Bizmatica (www.bizmatica.com), for the Motive implementation. Bizmatica, a leading supplier of integrated front-office solutions, provided the professional services necessary to complete the Tin.it deployment on time and with the expected quality.
 
Built on Motive technology, the new service "HelpExpress" has been deployed in Italian to guide Tin.it's broadband subscribers through the necessary steps to automatically qualify their PCs for ADSL Internet services. Should Tin.it customers encounter problems with their broadband service, Motive technology automatically resolves the problem or offers electronic information to help users complete the resolution process without having to contact the call centre. Through Guided Resolution capabilities, Motive enables Tin.it to reduce subscriber acquisition costs while increasing customer satisfaction and helping to reduce customer churn.
 
"Ensuring our customers are satisfied is a core belief at Tin.it, and while current levels of customer loyalty and satisfaction are relatively high, we believe in making things as easy as possible for our broadband subscribers," said Francesco Di Perna, director of Customer Care at Tin.it. "Motive's service management software is undoubtedly making it possible for customers to use our broadband service immediately. We are reducing the number of failed installations, as well as the need and number of incoming queries, leading to an improved on-line experience."
 
Before the Motive-powered "HelpExpress" software was introduced, the number of reported customer issues, truck rolls and incoming calls began to escalate overall support costs, impacting Tin.it's profitability. Motive can eliminate the need for many service calls and truck rolls through automated problem resolution. Also, by using Motive's Guided Resolution technology and early warning system, customer service specialists can resolve issues more efficiently, improving the overall customer care experience through shortened handling times and enhanced problem diagnosis.
 
Bruno Teuber, VP and general manager of EMEA, Motive, commented, "Working together, Motive and Bizmatica are helping Tin.it manage its broadband subscribers in Italy more effectively. Additionally, by offering an intelligent, automated service solution, Tin.it will differentiate its products in a very competitive marketplace."
 
Andrea Piol, CEO of Bizmatica, said: "Bizmatica's working relationship with Motive began in early 2002 as an Italian reference partner, providing a complete solution to address the profit management strategies of broadband service providers. Working together with the management of Tin.it, Bizmatica became strong believers in Motive technology, which is changing the customer care delivery model and the quality of service for the broadband subscriber."
 
Along with Tin.it, Motive's customers already represent some of the leading broadband providers in Europe, including Deutsche Telekom, British Telecommunications, NTL, Telewest, and cablecom.
 
About Motive
Motive is the leading provider of service management software for Global 2000 businesses. The Motive Service Management Suite is the only software 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 25 million implementations worldwide by market leaders such as Bell Canada, BellSouth, British Telecommunications, cablecom, Charter Communications, Cox Communications, Deutsche Telekom, Fujitsu, Hewlett-Packard, Hyperion, Mercury Interactive, Microsoft Business Solutions, NTL, SBC Communications, Telenet, 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 Tin.it
Tin.it is the internet service provider of Telecom Italia Media, Telecom Italia Group's internet and media business unit. Originating from the first major Italian ISP in 1995, Tin.it is now a distinct brand with a customer base of over 2.3 million active customers with a significantly steady increase in ADSL service subscriptions.
 
Tin.it pioneers right up front where the experimentation of new solutions and services for the internet community is concerned, such as the public wi-fi sales service providing wireless broadband access to Internet using portable PCs, in specially selected areas known as Hot Spots.
 
The broad spectrum of Tin.it services ranges from the telephone and ISDN networks based subscriptions (that are either free-of-charge or subject to fees) up to the ADSL service subscription packs offering various speeds (from 256 to 1200 Kbit/s), capacities (either single or multi-PC connections) and technology extras (either with or without a modem, with self-installation kits, turn key solutions, or with wi-fi access devices for wireless net surfing).
 
Together with the various connection solutions, Tin.it also provides simple and modular tools for Internet presence enhancement that range from domain registrations to personal mail boxes and professional hosting services.
 
Each Tin.it solution comes with a set of useful services be it a domestic, office or mobile connection.
 
The qualified Tin.it multimedia Customer Care service specialists are available for customers daily from 8.00 a.m. to 12.00 p.m. for either customer care or technical assistance. Customers are further ensured assistance through a telephone based customer support service available at the new toll free number 80 33 80 or through web based systems (e-mail, chat or Voice Over IP). A new and innovative help site is also available for customers (http://help.virgilio.it) granting access to an expanding site containing all the necessary information to help customers make the most of their internet subscription.
 
Shared membership of Telecom Italia Media with Virgilio - the national portal leader that registered a 5.3 billion page view rating for 2002 and records over 12 million visitors monthly (April 2003) - definitely strengthens the Tin.it leadership in the Italian internet round-up.
 
About Bizmatica
Headquartered in Milan, Bizmatica is a leading supplier of integrated front-office solutions targeted at supporting business growth and profitability, through traditional and innovative channels: Marketing, Sales, Customer Service, e-Business, B2B, B2C, Self-Service.
 
Bizmatica offers solutions for: Operational, Analytical and Collaborative CRM; Contact Center; Wireless applications to support Mobile users; Knowledge Management; Intelligent Service Delivery to support customer care, cost optimisation and profit management strategies ; e-Service; e-Business (B2B/B2C) and e-Government; Identity Management; Fraud Management; Network Performance/SLA Management; Messaging and Business Activity Monitoring.
 
The company's Vertical Business Units recognize the differences related to specific industries following the belief that the knowledge of business dynamics and processes of each target sector is mandatory in order to build efficient solutions for the front office.