Industry Leader Taps Award-Winning Hosted Solution as Strategic Platform for Integrated Phone, Email, and Web-Based Service and Support
Bozeman, MT (October 8, 2003) - RightNow Technologies, the world’s leading provider of hosted customer service and support solutions, today announced Nikon Corporation is deploying RightNow across the United States and Europe to ensure the delivery of superior customer service and technical support to purchasers of its digital cameras and scanners. Nikon Corporation is implementing RightNow as its strategic platform for integrated telephone, email, and Web-based support-creating a highly efficient and effective service organization across all customer support “touch points.”
After a very successful initial deployment by Nikon Inc., the company has now rolled RightNow out in six countries and three languages bringing the solution to bear in Nikon’s key European markets. Nikon is currently using RightNow in the United States, United Kingdom, France, Germany, Switzerland, and Ireland. The languages being supported are English, French and German. Further worldwide expansion of the deployment is planned in 2003 and beyond.
RightNow provides Nikon customers and technical support staff with easy access to a knowledge base containing several thousand answers to recurring technical questions. RightNow also supplies Nikon with common case management for all of its phone, email, and Web interactions.
“RightNow is a complete customer service management solution that enables Nikon to support its brand with outstanding customer service, while also promoting the efficiency with which we deliver that service,” David Dentry, Manager of Technical Information at Nikon Inc., said. “In addition, its availability as a hosted application has enabled us to expand our deployment without incurring the additional costs and burdens that would have come with the acquisition and ongoing management of additional IT infrastructure.”
According to Dentry, RightNow has enabled Nikon’s Web sites to dramatically increase the speed and effectiveness with which Nikon replies to customers’ technical questions. Nikon has also seen a significant drop in average response time and in the number of phone calls to their call centers.
Use of a common knowledge base across all communication channels ensures Nikon customer receive the same accurate answers regardless of how they choose to contact the company. The common case management that RightNow provides across all channels, in turn, gives Nikon total visibility into all support processes-enabling the company to provide highly personalized service to every customer and quickly respond to emerging service-related issues.
“Nikon is demonstrating tremendous vision and leadership by fully leveraging RightNow’s technology to create a truly global cross-channel contact center,” Sean Forbes, global vice president of marketing and business development at RightNow, said. “As a result, they are delivering competitively superior customer service and achieving very impressive operational efficiencies.”
About Nikon
Nikon...If the picture matters, the camera matters™. Nikon Inc is the Americas representative subsidiary company of Nikon Corporation Tokyo. Nikon Europe BV is the European Counterpart of Nikon Inc and is responsible for 19 territories in Europe and Africa. The parent company, Nikon Corporation is the world leader in precision optics, 35mm and digital imaging technology and is recognized worldwide for setting new standards in product design and performance for its award-winning consumer and professional photographic equipment. In the Americas Nikon Inc. distributes the Nikon Total Imaging System of consumer and professional 35mm film and digital SLR cameras, Nikkor optics, Speedlights and System Accessories; Advanced Photo System cameras; 35mm compact cameras; Nikon COOLPIX® compact digital cameras; Coolscan® digital film scanners; Nikonos® underwater photographic systems; and Nikon sports and recreational optics. Through the Nikon Spirit Initiative™, the company, plays an active role in supporting aspiring and advanced photographers through a variety of philanthropic organizations, educational programs, events and workshops. For more information, dial (800) NIKON-US or visit www.nikonusa.com, which links all levels of photographers to the web`s most comprehensive photo learning and sharing communities.
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 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 150 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/.
RightNow Technologies, Inc.
40 Enterprise Blvd.
P.O. Box 9300
Bozeman, MT 59718-9300
Phone: 1-406-533-4200
Fax: 1-406-522-4227
Toll Free: 1-877-363-5678
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