Dolby Laboratories Eliminates Customer Service Static with
Audio Technology Leader Cuts Costs by Automatically Answering
Questions Online and Redirecting Consumers to Appropriate
Dealers and Manufacturers
BOZEMAN, MT (December 17, 2002) - RightNow Technologies, a
leading global provider of eService solutions expertise,
today announced sound technology pioneer Dolby Laboratories
has implemented RightNow eService Center to reduce its
technical support costs while improving relationships with
its customers worldwide. As a result of its RightNow
implementation, Dolby has been better able to ensure that
consumers have immediate access to all the technical
information they need.
Although Dolby primarily sells its products to theaters and
other performance venues, the company`s acclaimed audio
technology is widely licensed by other manufacturers for use
in consumer products. When consumers have problems with
these products, they may come to Dolby for support. Though
Dolby is not legally obligated to provide this support, the
company is committed to ensuring end-users of its technologies
get the help they need when they need it. By using the Web
and automated email, Dolby can deliver this beyond-the-call-
of-duty support without incurring excessive costs.
RightNow eService Center enables Dolby to answer consumers`
questions on its company Web site 24 hours a day through the
use of an online knowledge base that is easy to manage and
easy to search. RightNow also provides the email management
tools necessary to quickly respond to consumers` questions -
and to turn those answers into knowledge base items that can
answer every subsequent query on the same topic. Web knowledge
items and automated email replies can also be used to direct
consumers to the appropriate dealer or manufacturer for any
additional help they may require.
"RightNow eService Center gives Dolby the ability to service
a huge, worldwide constituency of consumers at a fraction of
the cost that would otherwise be required," Richard
Hockenbrock, vice president of licensing operations, Dolby
Laboratories said. "It has therefore become a valuable
component of our overall market development and support
strategy."
Hockenbrock and his team were able to quickly understand the
features and benefits of RightNow eService Center thanks to
a customized demo site that RightNow created for the company
"on spec." "RightNow`s approach was far easier to accept than
that of conventional software vendors - where you have to make
a big upfront investment and then hope that you`ll actually
see some results," Hockenbrock said.
Dolby is also taking advantage of RightNow`s turnkey hosted
services, allowing the company to eliminate the management
headaches and infrastructure costs associated with in-house
software deployments.
"Companies such as Dolby can reap tremendous business value
from our application, but are not necessarily willing to
assume the risks, costs and hassles associated with the
deployment of a new set of applications," Sean Forbes, vice
president of marketing and business development at RightNow
said. "RightNow has effectively removed all of the risk and
hassle - plus a good deal of cost - from software deployment
by offering engagement terms that fully protect the interest
of our customers and relieve them of all infrastructure-
related burdens."
About RightNow
RightNow Technologies, a recipient of UPSIDE Magazine`s 2002
Hot 100 Private Companies award, is the leading eService
solutions expert, engineering business solutions that deliver
rapid time-to-benefit and quick return on investment. RightNow
delivers these benefits to more than 1,000 customers such as:
Air New Zealand, Ben & Jerry`s, British Airways, Cisco,
Fujitsu, Maxtor, Orbitz, Remington, Sanyo, and more than 100
public sector clients including the Social Security
Administration and the State of Florida.
RightNow`s multi-channel eService suite, which is Section 508
certified, supports Web-based self-service, case management,
email response management, live chat and collaboration, and
reporting and service metrics. RightNow Locator, which
directly links a company`s Web presence with its real-world
locations, provides customers the information they need to
purchase products or obtain services locally.
Founded in 1997, RightNow has offices in Bozeman, Dallas,
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/.
Monica L. Remely
Corporate Communications Manager
RightNow Technologies, Inc.
406.522.4264 P
406.522.4250 F
mremely@rightnow.com
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