Service Management Platform
Elevate customer care and cut call center operational expenses with Motive’s omnichannel customer experience platform.
![Tech_BG_01](https://44869391.fs1.hubspotusercontent-na1.net/hub/44869391/hubfs/Tech_BG_01.webp?width=300&name=Tech_BG_01.webp)
![Call Center_BG_01](https://44869391.fs1.hubspotusercontent-na1.net/hub/44869391/hubfs/Call%20Center_BG_01.webp?width=300&name=Call%20Center_BG_01.webp)
Key Features
Model and manage business logic across channels and devices to provide relevant content to different audiences in a unified way.
Create custom care portals for IoT operations, enterprises, and other care applications using intuitive drag-and-drop interfaces.
Employ AI and ML powered workflows to drive actions that deliver the fastest predicted resolution times for each customer.
Execute proactive campaigns based on data-driven recommendations to lower the incidence of customer calls.
Utilize over 1,000 pre-defined customer care workflows that run on a multitude of devices and channels.
Expose workflows, network analytics, and data insights through the optional Salesforce Service Cloud API to create a holistic subscriber view.
Create new adapters for data sources and OSS/BSS integrations using software tools that reduce or eliminate code development requirements.
Save 30-50% vs on-premises deployment costs with scalable cloud deployments or fully-hosted software as-a-service models.
Benefits
- Decreases help desk call volume and average handle time (AHT) with guided actions to customers, CSRs, and field technicians.
- Increases first call resolution (FCR) rates by offering guided problem triage, troubleshooting and resolution workflows.
- Reduces IT / care costs with low-code development and agile service modeling of advanced service troubleshooting and management logic across key elements of the existing service delivery ecosystem.
- Optimizes customer experience by executing analytics-driven proactive care workflows to resolve problems before they become impactful.
- Boosts self-care rates by enabling bot channels such as Facebook Messenger and Amazon Alexa
- Reduces training needs by providing common care process automation for all devices, and all services, across all channels—call center, self-care, the field workforce, and third-party apps.
- Minimizes complexity by removing the need for CSRs to have knowledge about the underlying systems or devices.
- Reduces time-to-market by offering pre-built care “enablers” to deploy service management applications quickly.
- Offer the lowest total cost of ownership and fastest deployment time with public cloud, private cloud, and SaaS deployment options.
KPI achievement examples
- Digital contact rate of over 70%: a service provider in the Middle East
- First contact resolution > 80%: a West Asian service provider
- “No Fault found” rate less than 30%: a European communications provider
- Escalation rate < 10%: a North American operator
- Dispatch rate of less than 15%: a South American service provider
Cost savings examples
- Fixed network broadband for home: Delivered $26M Opex savings over 3 years by enabling broadband problems to be saved without the use of field technicians.
- Fixed Wireless Access (FWA): Achieved savings of $150 per FWA customer through proactive resolution of issues.
- Enterprise IoT services: Reduced processing time for reconfiguring complex enterprise IoT services to 5 seconds instead of 5 days.
![Motive_Tech_BG_01_Dark](https://44869391.fs1.hubspotusercontent-na1.net/hub/44869391/hubfs/Motive_Tech_BG_01_Dark.webp?width=300&name=Motive_Tech_BG_01_Dark.webp)
“We are committed to digitizing our customer experience and reducing customer effort through meaningful customer interactions with higher on-the-spot resolution. This project has enabled us to re-design our workflows with increased effectiveness at a lower cost.”