Dixons Will Reduce Help Desk Calls By 40% With Comprehensive, User-Driven Intranet Knowledge Base
Bozeman, MT (July 7, 2003) - RightNow Technologies, the world’s leading provider of hosted customer service and support solutions, today announced the Dixons Group, Europe`s largest specialty retailer of consumer electronics, has successfully implemented RightNow eService Center to provide its UK employees with easy access to a comprehensive, self-learning knowledge base that can immediately answer their most common IT questions. By empowering employees this way, Dixons will significantly reduce its technical support costs, minimize downtime, and improve overall business performance.
The Dixons Group joins a growing list of leading UK companies that have embraced RightNow’s innovative, award-winning service-and-support solutions. This list includes major corporate customers such as British Airways, easyCar, William Hill, and Pioneer, as well as a growing number of public sector clients.
The group’s internal IT support team, which services its High Street chains Dixons, Currys, PC World, and The Link receives around 14,000 calls per month. Dixons and RightNow estimate the new support system will reduce that workload by 40 percent over the next three years.
The RightNow knowledge base will also be used by Dixons’ first-line support staff-speeding problem resolution, ensuring the accuracy of answers and reducing the need to refer incidents to higher-level technical specialists.
“RightNow delivers a powerful solution for taking the burden of answering repetitive questions off the shoulders of skilled personnel whose abilities and energies we would prefer to see devoted to higher-value tasks,” Paul Kendal, Dixons Services Support Team Leader, said. “In addition to benefiting our IT organization, this system will enable our entire business to compete more effectively by eliminating productivity-draining delays in the delivery of technical support.”
RightNow is hosting the system for Dixons, relieving the group of the costs and workloads associated with buying, installing, and maintaining it over time. “RightNow’s hosting service enabled us to pilot the system and implement it very quickly,” Kendal said. “That’s a very distinctive advantage when it comes to deploying a new technology.”
“Every organization-from high-tech companies supporting complex software to local councils answering questions about permit and regulations-has to deliver fast, accurate answers ,” Sean Forbes, vice president of marketing and business development at RightNow, said. “RightNow addresses this fundamental business requirement more effectively and efficiently than any other solution available on the market today, which is why it is being adopted so rapidly by companies in the UK, across Europe, and around the world.”
About the Dixons Group
Dixons Group is Europe`s largest specialist retailer of consumer electronics. It has more than 1,370 stores across the UK, Ireland, the Nordic countries, France, Spain, Italy, Hungary and the Czech Republic. It trades as Dixons, Currys, PC World and The Link in the UK and Ireland, Elkjøp in the Nordic countries, PC City in Spain, France and Italy, UniEuro in Italy, and Electro World in Hungary and the Czech Republic. The Group specialises in the sale of high technology consumer electronics, personal computers, domestic appliances, photographic equipment, communication products and related financial and after sales services.
About RightNow Technologies
RightNow Technologies is the leading customer service and support solutions company that radically and rapidly improves the effectiveness of service and support operations with easy-to-implement/easy-to-own technology, replicable best practices drawn from the industry`s broadest base of successful implementations, and engagement terms that create accountability for delivering quantifiable results.
RightNow delivers these benefits to more than 1,000 customers worldwide such as: Air New Zealand, Ben & Jerry`s, Briggs and Stratton, British Airways, Cisco, Dolby Laboratories, Inc., Electronic Arts, Pioneer, Raymarine, Remington, Sanyo, Specialized Bicycles, and more than 100 public sector clients including the Social Security Administration and the State of Florida.
Founded in 1997, RightNow has offices in Bozeman, Dallas, San Mateo, London, and Sydney, with an associated office in Tokyo. RightNow`s products are available in 14 languages worldwide. For further information visit http://www.rightnow.com/.