WaCA Chooses Motive Smartcall to Drive Competitive Advantage

AUSTIN, Texas, Oct. 21, 2003 -

Motive, 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.”