Internet Dialogs

By John Pallatto  |  Posted 2004-08-27 Print this article Print

"When someone has to pick up the ball from a Lawson perspective, we are able to get up to speed and solve a problem much faster," said Jeffrey Quast, Lawsons quality programs manager.

Another advantage is that it makes it easier for Lawson to duplicate and examine a problem with the same product release and operating environment, Quast explained.

Profile helps support what Quast described as an "Internet dialog," where the client and Lawson exchange information and questions to reach a conclusion of what the problem is and how to solve it. "We call it an asynchronous chat," Quast said, because its not happening in real time, but lot of information is exchanged in a relatively short period of time.

One of the main benefits of the Motive Profile application in the brief time it has been installed is that it has helped reduce the number of call center support calls by slightly more than 50 percent, according to Orndorff.

Click here to read why PeopleSoft has made it a policy to partner with application management vendors.

Orndorff feels that customers are able to get more effective interaction with Lawson through the Web connections than they did through the typical call center technical support scenario. "The overall touches we have with customers has gone up, but the cost of those touches are going down," he said.

Motive also announced this week that another major enterprise resource planning software company, PeopleSoft Inc., will use Motive Profile in its Total Ownership Experience customer support program.

PeopleSoft intends to incorporate Motive Profiles configuration management features to allow customers to track changes in the PeopleSoft application environments to help with problem diagnosis and resolution.

Motive Profile is available now. Motive Triage and Motive Resolution will be released in September.

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John Pallatto John Pallatto is's Managing Editor News/West Coast. He directs eWEEK's news coverage in Silicon Valley and throughout the West Coast region. He has more than 35 years of experience as a professional journalist, which began as a report with the Hartford Courant daily newspaper in Connecticut. He was also a member of the founding staff of PC Week in March 1984. Pallatto was PC Week's West Coast bureau chief, a senior editor at Ziff Davis' Internet Computing magazine and the West Coast bureau chief at Internet World magazine.

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