Enterprise application specialist Lawson Software has embedded US-based intelligent service software developer Motive Communications' online service and remote service solutions into its Services Automation Suite.
Lawson is extending its Services Automation work management capabilities in the technical service and support arena with this move, says Brenda du Plessis, marketing manager at Solit iNovations, Lawson's sole representative in Africa.
"This means IT departments will be able to use Motive-powered electronic case handling, context-sensitive intelligence and collaboration capabilities when resolving service and support issues with Lawson applications. These new capabilities will enable IT departments to run and manage their Lawson applications more effectively and better serve the users they support," Du Plessis says.
Motive's solutions enable Solit iNovations to extend service commitment to a new level by providing intelligent online service capabilities that make Lawson products easier to support and more economical to own, she adds.
When a problem or question arises involving a Lawson application, users click on a "help me" link in the application to launch Services Automation. They then enter information about their issue and submit the electronic service request to the IT department. Contextual information about the application is gathered by Lawson Services Automation and sent along with the requests to aid the system administrator in rapidly solving problems.
The administrator also has an option to search for a solution in Lawson's extensive knowledge base, which has been enhanced with Motive's context-sensitive intelligence capabilities so that highly targeted answers are delivered.
If further assistance is needed, the IT analyst submits an electronic ticket to Lawson's Global Support Centre (GSC). The electronic ticket includes the contextual information about the application, details on what knowledge base items were viewed, as well as business information such as what products the customer owns and what service plan they have purchased.
Using this information, Motive routes the electronic ticket to the correct support consultant through a skills-based routing system. Armed with the contextual information, the selected GSC analyst can diagnose and solve the problem, reducing the need for customers to explain the problem and technical details.
At the GSC, Lawson analysts can also use Motive's collaboration capabilities to work electronically with colleagues to resolve issues and communicate with customers. For Lawson, Motive enables the GSC to provide more responsive service while increasing its operational efficiency.
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