RightNow’s New CORE Professional Services Focus on Creating World-Class Customer Success
Services Focus on Customer Needs, Rapid ROI, and Solutions to Produce Success
Bozeman, MT (May 20, 2003) ghtNow Technologies, the world’s leading provider of hosted customer service and support solutions, today announced a significant new services initiative, CORE™ (Continuous, Optimization, Results, Expertise), designed to quantifiably optimize customer service operations. CORE Professional Services provide RightNow customers with a total assessment of business process management and related activities and adaptive solutions to produce rapid business results, return on investment, and continuous successes.
CORE addresses customer needs throughout the lifetime of the solution and delivers a rapidly increasing return on investment. RightNow’s professional service experts demonstrate their experience with more than 1,000 customer implementations and understand the differing nature of customers throughout the entire lifecycle. The services provide engagements that are complete, predictable, on time, and tailored to specific needs and business processes.
“The challenges customer service organizations face are often very specific to their particular combination of current practices, existing technology mix, strategic business objectives, vertical market, and corporate culture,” RightNow Founder and CEO Greg Gianforte, said. “RightNow’s Professional Services team possesses a proven ability to effectively address these organization-specific challenges with a unique methodology that understands customer’s evolving needs. CORE Professional Services will help build world-class customer service and support organizations.”
CORE Professional Services focus on these four areas:
•Continuous Activities – Services provided throughout the solution lifecycle to ensure optimal ROI;
•Optimization – Reviews of primary business goals and enhancements to solution strategies and tactics are recommended;
•Results – Clear objectives are set mutually with the customer and delivered on our customers’ terms, and;
•Expert Solutions – Expert solutions are provided by consultants with business and technical expertise from more 1,000 deployments.
RightNow’s new services initiative is built upon the unmatched expertise of its proven LifeCycle Solutions Methodology. It is based on the understanding that customers have their own unique services needs for RightNow’s eService CenterTM that evolve over time into these key phases: Discovery, Go Live, Adoption, and Evolution. The solution includes lifecycle implementation packages and toolsets, project planning services, optimization audit consulting, upgrade coaching, reports coaching, and customized consulting services.
CORE Professional Services represent a comprehensive services portfolio targeted at achieving rapid results with specific services designed to help existing and new customers optimize and evolve their solutions over the long-term. Based on a customer’s particular stage in the lifecycle and the complexity of its business needs, CORE Professional Services help customers determine the appropriate implementation packages in addition to value-add consulting, education services, and development (integration /customization) services.
Continuous Optimization Services ensure customers take full advantage of eService features and functions, best practices and, most importantly, realizing measurable business results. To ensure clear deliverables and successful results, the method utilizes detailed project charters and project plans, LifeCycle Service Plans, Best Practice Scorecards, and additional templates and sample deliverables. Education Services provide Computer based training (CBTs), staff certification, basic and advanced workshops, user conferences, and customized education services.
RightNow CORE Professional Services provide fixed-price packages and custom-scoped services to guarantee a cost-effective and reduced risk solution. RightNow also incorporates its Standard of Business Practice in every engagement to promise accountability and ethical conduct.
Examples of CORE services include:
•Optimization Audits help customers adapt to changes in needs, solution goals and strategies. Services include audits, upgrade and/or reporting coaching, new features implementation and customized consulting.
•Integration with existing call center infrastructure, in addition to back- and front-office applications.
•Modeled best practices in overall customer service, as well as specific verticals. The company also provides best practices to transform customer service from a cost center to an opportunity center that contributes to top-line revenues.
•Customized interfaces to provide consistency with brand and marketing initiatives
•Optimized operations through 90-minute “tune-ups” to dramatically increase ROI, and customer satisfaction, including Web site design modifications that significantly increase the percentage of customers finding answers to their own questions online.
Unlike many other enterprise software companies, RightNow does not provide technical services simply to deploy its applications to function as promised.
“CORE Professional Services go far beyond initial deployment. Without exception, RightNow’s hosted software solutions are functioning and delivering results for our customers within weeks or even days without requiring us to finish the solution with a cadre of consultants,” Mike Maszka, vice president of professional services, said. “Our CORE Professional Services deliver a true value-add focused exclusively on dramatically improving the quantified business performance of customer service organizations.”
Thule’s success with RightNow Service
About a year after implementation, Thule, Inc., wanted to decrease the number of incoming emails and phone calls. RightNow offered to provide a 90-minute “Tune-Up”. Under RightNow’s Tune-Up program, RightNow Service experts evaluated Thule’s site and made numerous suggestions based on their experience and expertise with how customers seek and find information on the Web, as well as B2C expertise.
Those changes encompassed more than just Thule’s configuration of its RightNow application. RightNow took a look at the total site experience – and additionally the approaches taken by several of Thule’s competitors – to help Thule ensure customers coming to the site looking for answers could find them as easily and with as few mouse-clicks as possible.
“RightNow suggested many changes to our interface that had nothing to do with our RightNow software,” Thule Marketing Manager Steve Doviak said. “As we discovered after we made them, those suggestions turned out to have a very powerful impact on the effectiveness of the site at meeting the needs of customers.”
The results of the Tune-Up program were outstanding. Sixteen days before the Tune-Up, Thule processed almost 500 emails resulting from more than 3,700 self-service sessions for a success rate of about 87 percent. Sixteen days after the Tune-Up, volume dropped to only 200 questions -- despite the fact that self-service volume had risen to 8,460 sessions – for a success rate of over 97 percent. Incoming phone call volume also dropped appreciably.
Another indicator of the increased effectiveness of Thule’s RightNow implementation is the quality of the remaining emails and phone calls its operators still have to handle manually. “Now they’re focusing on answering the kinds of questions that really warrant individual, personal attention,” Doviak said. “I’d much rather have them doing that than providing information that’s readily available on our site.”
As a result of his experience, Doviak is enthusiastic about both RightNow’s technology and its services. “RightNow has turned out to be a superb partner for ensuring the effectiveness of our Web site,” he says. “The investment we made in the software has paid for itself several times over.”
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/.
Back...
