Mobile Accessories Pioneer Reduces Incident Costs Up to 90 Percent. Ensures Outstanding Service with Highly Efficient Multi-Channel Contact Center
Bozeman, MT (May 17, 2005) — RightNow® Technologies (NASDAQ: RNOW), a leading provider of on demand CRM software solutions, today announced mobile accessories pioneer Targus has substantially improved both the quality and the efficiency of its customer service operations by deploying RightNow Service™. As a result, the company has ensured the satisfaction and loyalty of its customers while it has reduced incident costs up to 90 percent.
RightNow’s on demand CRM solution provides Targus with a highly efficient contact center environment for managing, automating and tracking communication with customers across phone, email and web channels. This environment—which includes customized workflow rules and advanced knowledge base management functionality—enables Targus to quickly and accurately respond to customers’ questions regardless of how they choose to contact the company. It also gives Targus full visibility into its customers’ top concerns, enabling company decision-makers to proactively respond to changing market needs.
In addition, RightNow’s powerful online self-service technology has enabled Targus to drive a substantial volume of its customers’ information requests to the web, thereby reducing per-incident costs by as much as 90 percent. The company has also customized RightNow to streamline return merchandise authorization, cutting the time it takes to handle RMA requests by about 20 percent.
“Since implementing RightNow, Targus has transformed its customer-facing business processes from a collection of fragmented and under-managed activities into a unified, smooth-running machine that consistently delivers high customer satisfaction,” Kay Flory, special projects manager at Targus, said. “As a result, we’re sustaining our competitive differentiation even as we increase the efficiency of our contact center.”
RightNow’s web-based on demand delivery model has allowed Targus to give both its domestic users and its offshore first-tier support personnel access to a common customer care environment without having to make capital investments in additional IT infrastructure or bear the ongoing ownership costs associated with managing and maintaining such infrastructure. This hosted application model also has speeded the initial implementation, allowing Targus to enjoy greater system reliability and scalability than it could have provisioned internally.
“Premium brands like Targus require advanced CRM technology to provide their customers with a premium service experience,” Sean Forbes, vice president of marketing and business development at RightNow, said. “As we have proven time and time again, RightNow is the only on demand CRM solution provider capable of addressing such complex customer service challenges while eliminating the capital costs and ownership headaches associated with conventional, resource-intensive CRM software implementation.”
About Targus
Targus invented the notebook case and continues to advance the mobile accessories market with innovative and relevant solutions for today`s mobile lifestyle. Targus products enhance productivity, connectivity, and security, liberating users to work in any and all environments with the utmost convenience and comfort. Founded in 1983, Targus headquarters are located in Anaheim, Calif., with offices worldwide and distribution agreements in more than 145 countries.
About RightNow Technologies
RightNow (NASDAQ: RNOW) provides organizations with industry-leading on demand CRM solutions to build customer-focused businesses. RightNow`s acclaimed technology, comprehensive services and commitment to customer success deliver high returns on investment for its customers. More than 1,200 organizations worldwide use RightNow solutions including British Airways, British Telecom, Cisco Systems, Continental Tire North America, John Deere, Nikon and the Social Security Administration. Founded in 1997, RightNow is headquartered in Bozeman, Montana, with additional offices in North America, Europe and Asia. For further information, please visit www.rightnow.com.
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.
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