Motive offers broadband providers seamless ISP migration capabilities - New Services - Brief Article

ISP Business, Dec, 2001

Motive Communications Inc., a provider of intelligent service software, announced an extension to its Communications Service Solutions that enables broadband providers to seamlessly migrate newly acquired ISP customers to their service.

Today's economic climate has driven numerous ISPs toward substantial cost reductions, consolidation, and even bankruptcy. These factors have forced many subscribers to seek a new supplier of Internet access, which is usually a time-consuming, difficult and frustrating process. Providers who can make this transition as painless as possible will win the loyalty of these subscribers. Motive is the only company providing an integrated solution that addresses the transition process as well as ongoing service and support, enabling providers to take advantage of the market conditions to acquire new subscribers and grow their businesses.

Motive's Communications Service Solutions build intelligent service directly into the broadband experience, giving providers the ability to migrate customers quickly and smoothly by automatically removing the previous ISP's software and configuration and installing the new provider's service on the user's PC. Automating the transition creates a very positive first impression with users and ensures that providers have a consistent and repeatable approach to activating subscribers on the network.

Once a customer has made the successful transition, it is important that the provider continue to provide effective and efficient service to retain the new customer. Motive's full service solution enables broadband providers to offer ongoing automated service and support for troubleshooting problems or managing their service options. This gives users one place to go for service while reducing the burden on the supplier in using multiple tools for different service processes and extending their investment beyond the migration phase. Motive's open architecture, anchored by the Motive ServiceNet Platform, also allows providers to tie into existing ordering and provisioning systems, creating an integrated back end system. Motive's solution is fully brandable and able to support Windows and Macintosh operating systems.

"The first thirty days of the ISP experience are critical - a positive first impression builds customer loyalty which ultimately impacts the profitability of providers," said Mike Maples, Motive's vice president of product development. "Motive's intelligent service software ensures that customer migrations are a smooth process and Motive's ongoing service capabilities ensure that these customers stay on for the long haul."