Hosted Customer Service Solution Enables Software Developer to Reduce Contact Center Staff 12 Percent Without Compromising Service Quality
BOZEMAN, MT (August 11, 2003) – RightNow Technologies, the world’s leading provider of hosted customer service and support solutions, today announced its flagship RightNow service and support solution is being deployed by V Communications (VCOM) to optimize the quality and efficiency of customer support across its call center, email, and Web channels. As a result of its implementation, VCOM has experienced significant reductions in phone and email volume. This has enabled the company to reduce its multi-channel contact center staff by 12 percent without compromising service quality.
By applying RightNow’s advanced reporting capabilities across all of its communication channels, VCOM has also been able to gain greater insight into both its own support operations and its customers’ primary support issues.
“RightNow has provided VCOM with a powerful platform for delivering consistent, high-quality customer service by phone, email, and the Web,” Steve Cardenas, VCOM’s manager of technical support, said. “We have reaped substantial business benefits from RightNow’s solutions in a very short period of time, and we are seeing those benefits increase as we continue to expand our implementation.”
RightNow was first introduced to VCOM, when the company acquired the consumer utilities of KrollOntrack Inc., another RightNow customer. Ontrack’s highly positive experience with RightNow persuaded VCOM to apply RightNow’s technology to its other product lines. VCOM completed implementation for its entire product line in December 2002.
RightNow provides VCOM with a both dynamic, customer-driven knowledge base and a practical incident management system that it can apply across all of its communications channels. This enables VCOM to provide customers with fast, accurate, and consistent answers to their questions regardless of how they contact the company. It also enables VCOM to move customer service interactions to the Web-and away from more expensive call center and email channels.
RightNow’s hosted delivery model eliminates the acquisition costs, implementation delays, and infrastructure management burdens associated with in-house software deployments.
“A unified approach to support across phone, email and the Web is essential for companies that want to ensure the effectiveness of their customer service operations and gain greater visibility into their top customer service issues,” Sean Forbes, vice president of marketing and business development at RightNow, said. “VCOM has done a superb job of leveraging RightNow’s technology to achieve these twin goals and thereby improve its overall business performance.”
About V Communications
V Communications has been creating solutions for users of personal computers since 1986. Its products, which are designed for a full range of PC users, are available worldwide through retail, VAR and enterprise sales channels and are widely recognized for their superior quality and reliability. The company, headquartered in San Jose CA, can be contacted by phone at 800-648-8266 or on the V Communications website at http://www.v-com.com.
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-use 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 has delivered 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 17 languages worldwide. For further information visit http://www.rightnow.com/.