Rockford Leverages RightNow Across Nine Brands to Optimize Service Quality and Reduce Costs
High-Performance Audio Leader Uses Web to Answer Questions, Receive High-Value Customer Feedback to Develop New Products
Bozeman, MT (July 12, 2004) — RightNow® Technologies, the leading on demand CRM company focused on customer service, today announced audio equipment leader Rockford Corporation (NASDAQ:ROFO) has leveraged RightNow Service™ across all nine of its brands to optimize both the quality and cost-efficiency of its customer support operations, while avoiding a 50 percent increase in its contact center staff.
Rockford, which designs, manufactures and distributes high-performance audio systems for the mobile, professional, and home theater audio markets, is also using RightNow to receive valuable, candid feedback from its customer base, enabling the company to develop products that successfully address market demand.
Rockford originally implemented RightNow in support of its Rockford Fosgate brand to address its growing email volume, which had led to response times of 48 hours or more. The implementation successfully fulfilled its initial objective—bringing response times to less than four hours by reducing email volume and streamlining workflow.
Rockford continued expanding its implementation, adding question/answer pairs to its web site, based and prioritized on day-to-day interaction with customers, and creating rich-content answers that included PDF files of manuals, illustrations, photos and Flash media. This made the site an increasingly useful resource for customers seeking help with installation and configuration issues. It also eliminated a significant number of 15-20 minute calls typically required to guide customers through complex technical procedures.
Because Rockford’s site answers hundreds of questions every week, the company has been able to avoid the 50 percent increase in its contact center staff that would have otherwise been necessary to support its business growth—while at the same time it dramatically increase service satisfaction levels to the customer.
As a result of its success with Rockford Fosgate, the company extended its implementation to each of its other eight brands. Several of these brands were acquired from other companies, and RightNow was implemented as part of Rockford’s turnaround strategy for them.
“RightNow’s technology delivers exceptional value by transforming our web sites into powerful customer self-service resources,” Eric Russell, Rockford’s designated “Web Wizard,” said. “Every brand under our care has benefited significantly from the improvements in service quality and cost-efficiency that RightNow has enabled us to achieve.”
Rockford has also implemented RightNow Metrics™ to obtain feedback from its customers via the web. This feedback is presented to senior management at all of Rockford’s companies to help them make better decisions about product development and business policies. In fact, Russell said, the responses provided by customers via RightNow Metrics™ over the last year helped the company unveil its most successful product line ever at this year’s Consumer Electronics Show in Las Vegas.
“Rather than de-personalizing customer service, effective use of the web has been consistently proven to increase customer satisfaction and enable better allocation of contact resources to issues that truly require personal attention,” Sean Forbes, vice president of Marketing and Business Development at RightNow, said. “Rockford Corporation’s success with RightNow’s solutions across all of its brands is ample evidence of this extremely compelling value proposition.”
The knowledge base for the Rockford Fosgate brand can be viewed at http://www.rockfordfosgate.com/rftech.
About Rockford Corporation:
Rockford Corporation designs, manufactures and distributes high-performance audio systems for the mobile, professional, and home theater audio markets. Rockford`s mobile audio products are marketed under the Rockford Fosgate, Lightning Audio, MB Quart, Q-Logic, InstallEdge.com, Omnifi and SimpleDevices brand names. Rockford’s professional audio and home theatre products are marketed under the Hafler, Fosgate Audionics, MB Quart, and Omnifi brand names.
About RightNow Technologies
RightNow Technologies is the leading on demand CRM company focused on customer service. RightNow improves the effectiveness of service and support operations with easy-to-implement 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., 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, New Jersey, London, Sydney and Tokyo. RightNow`s products are available in 13 languages worldwide. For further information visit http://www.rightnow.com/.
RightNow Technologies, Inc.
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P.O. Box 9300
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Phone: 1-406-522-4200
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Toll-free: 1-877-363-5678
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