NTL Home, the UK's leading broadband services provider, and Motive, the leading provider of service management software, today announced that the companies have broadened their relationship to include the use of automated service and ongoing support for NTL Home's new and existing broadband customers.
NTL Home's broadband customers will now have access to industry-leading levels of service management, including automatic connection and email tests. Customer issues such as incorrect email account setup will be resolved automatically, while the new service will also enable NTL Home to provide proactive alerts about potential issues such as viruses or planned network engineering events. The new e-care service will also provide the option for subscribers to send technical data electronically to NTL customer support teams, ensuring greater efficiency in handling support calls from broadband customers.
"Adding Motive's e-care capabilities to its successful activation solution will further improve the overall satisfaction of our broadband customers, a top priority at NTL Home," said Aizad Hussain, managing director of NTL Home. "From the beginning of our relationship, Motive has proven itself to be a strong and trusted partner. Motive's staff has demonstrated a keen understanding of our business and has worked with us to meet and exceed our goals."
For two years, Motive has provided the technology behind NTL Home's Broadband Installer/Checker service, which automatically guides new subscribers through the entire broadband activation process. Using Motive's SmartActivation software, NTL Home has seen a 40 to 50 percent reduction in the number of support calls during a customer's first 30 days of service. The solution has provided comprehensive configuration and activation capabilities for broadband services via the Web and installation CD's. By easing the activation process, the software has enhanced overall customer satisfaction levels for NTL broadband subscribers.
"NTL Home is one of the fastest growing broadband providers in the world, and with this overwhelming success comes increased customer service needs and added challenges that Motive's software is uniquely qualified to tackle," said Kenny Van Zant, executive vice president of Motive's Consumer Business Unit. "Through working with Motive, NTL Home is able to manage a large, mainstream customer base, while improving customer service and reducing operational expenses."
Motive's proven solutions have been implemented by service providers to manage connections and support for more than 20 million broadband subscribers worldwide. At the current rates, broadband service providers are leveraging Motive solutions to enable more than 21,000 subscribers daily. Service providers that use Motive solutions represent more than 80 percent of all North American broadband subscribers and 50% of all European subscribers. Motive counts seven of the top eight North American service providers, three top Canadian providers and eleven leading European providers as customers.
NTL Home is the UK's leading provider of broadband services with over 864,000 homes connected.
