Profit Motive in broadband customer care

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Motive Communications today announced that it will be launching the first dedicated broadband customer care product in the UK and Europe this Friday, 17 January.

In the US, Motive provides in-band, context-based customer service solutions to customers including AT&T Broadband and Verizon. This same strategy is now being prepared for the UK and Europe, says a spokeswoman.

The strategy will allow end users to forward all relevant transaction information to a support desk. The company claims that lower costs and an improved customer experience will result, although the strategy, again, seems to be focused on a cost-cutting imperative rather than identifying and driving new sources of revenue – the usual benchmark of success for CRM strategies, according to Gartner.

But with the UK government’s ambitious – if fragmented - plans for broadband take-up by 2005, it is inevitable that service level issues will be high on the agenda for all providers. Motive is the first supplier to target this market specifically in the UK, and in other parts of Europe, such as France, where broadband services stand a greater chance of success because of the state’s more direct involvement in building the infrastructure to support them.

* Netonomy, a provider of multichannel CRM ecommerce solutions for the wireless communications industry, has today reported a successful financial 2001. New contract wins with Vodafone, Vivendi Universal and Cegetel, together with a claimed 20 million business and consumer subscribers have helped Netonomy to achieve year-on-year revenue growth of 300%, 70% of which came from licence sales. This is well ahead of the curve reported by most suppliers across the CRM market.

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