RightNow Achieves 50 New Customer Wins, Major Product Debut, Strategic Management Hires, and Industry Accolades
Bozeman, MT (October 28, 2003) — RightNow Technologies, the world’s leading provider of hosted customer service and support solutions, today announced its 19th consecutive quarter of revenue growth and 6th consecutive quarter of cash-flow positive status in the third quarter of 2003. Quarterly revenue grew 13 percent over the second quarter of 2003 and 31 percent over the third quarter of 2002. Year to date revenue was up 29 percent over the same period one year ago.
During the quarter, RightNow signed 50 new customers including University of Michigan, Alienware Corporation, Edmunds.com, Inc., and Prometric, a part of The Thomson Corporation. Contributing to the revenue growth was RightNow CORE™ (Continuous, Optimization, Results, Expertise) Services—a full portfolio of professional consulting and integration services—as well as strong performance from international operations, which accounted for 25 percent of this quarter’s sales.
In late September 2003, RightNow unveiled RightNow 6.0, which is comprised of its next-generation multi-channel service suite RightNow Service™ and RightNow Outbound™, a new permission-based email solution for proactively addressing service-and-support issues and marketing communication opportunities. The new solutions enable companies to deliver competitively superior customer service across phone, email, Web, and chat channels, while seamlessly integrating marketing and service communications.
"The release of RightNow 6.0 should continue to expand RightNow’s footprint in the customer service and support market," Scott Tiazkun, research manager, Enterprise Applications at IDC, said. "The new functionality combines well with the proven appeal of its hosted delivery model and expanding professional services offerings, and positions RightNow to tackle ‘blended’ contact center environments where service agents must be equipped to handle multi-channel inquiries."
RightNow continues to invest in research and development personnel and services staff and recently announced its plan to double the North American field sales group. Key hires during the quarter included Executive Vice President of Worldwide Field Operations Peter Dunning, who previously held executive-level positions at Oracle and SAP; Consulting Services Director Jay Weidner, who joined the company from Siebel Systems; and Fred Macaraeg, who became RightNow’s Director of Sales for Japan after serving as Regional Vice President for Japan and Asia at Pivotal Corporation.
Among the honors RightNow and its customers received during the quarter were Frost & Sullivan’s prestigious Competitive Strategy Award, CRM Magazine’s 2003 CRM Elite Award, and SearchCRM.com’s Customer Touch Award. Additionally, CRM Magazine named RightNow CEO and Founder Greg Gianforte a "2003 Influential Leader."
Another highlight of the quarter was RightNow’s annual Service Summit held in Big Sky, Montana, which brought together nearly 300 customers, prospects, and analysts from around the country.
"We pride ourselves on the level of service we provide to our customers and consider it a differentiator in our business," Richard Grzegorek, product support manager, ZONE Telecom, said. "It is a sincere pleasure to be partnered with a company like RightNow which also provides the same service level commitment. From the ownership taken by individuals at RightNow to its inquiry escalation process, RightNow’s customer support is among the best and fastest I have come across."
"RightNow has enjoyed a uniquely strong sales track record by passionately focusing on the success of our customers," Greg Gianforte, RightNow CEO and founder, said. "Our goal with the launch of 6.0 is to be the main application on the agent desktop. We plan to aggressively market to multi-channel contact center customers, and we will continue to invest in our product development to provide industry-leading service and support applications."
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: 1-406-522-4200
Fax: 1-406-522-4227
Toll Free: 1-877-363-5678
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