Kurt Peters , Senior Executive Editor
Company Helps Online Merchants Deliver a Superlative Customer Experience Across All Channels While Significantly Reducing Contact Center Costs
BOZEMAN, Mont., March 15, 2006 -- RightNow(R) Technologies (Nasdaq: RNOW) today announced the launch of its "See the Light" initiative. This program is focused on helping online merchants optimize the quality and consistency of their customer experience across all communication channels -- enabling them to differentiate themselves from their competitors and achieve stronger long-term customer loyalty.
The program also highlights RightNow`s ability to substantially reduce retailers` customer service costs -- even as their transaction volume continues to grow -- through increased self-service and greater overall contact center efficiency.
The initiative highlights RightNow customers that were listed among Internet Retailer`s Top 400. These customers include SonyStyle.com (7), drugstore.com (28), Cabela`s (41), Musician`s Friend (47), ShopNBC.com (57), Bass Pro Shops (73), Crate & Barrel (82), Hallmark Cards Inc. (90), Alienware Corp. (109), iFloor.com (115), Nike (170), Summit Racing Equipment (209), RealPlayer Music Store (218), Fortunoff (223), GameFly (223), Reebok International Ltd. (243), Rock Bottom Golf (255), Jones Retail Corp. (268), CBS SportsLine.com (300), Leapfrog Enterprises (377), Delightful Deliveries (394), and Figleaves.com (398).
"The positive impact RightNow Service has had on our operational efficiency and the quality-of-experience we are providing to our customers has significantly exceeded our expectations in both its degree and its immediacy," said Steve Snyder, senior vice president and general manager of CBS SportsLine.com, a leading Internet sports media organization and part of CBS Digital Media. "Even though we are still at a very early stage in our implementation, it is already quite obvious that this was a very wise technology investment for our bottom line and our brand."
RightNow has delivered more than 30 million customer interactions for Internet retailers in the past year such as CBS SportsLine.com and its award winning fantasy sports business. That number continues to grow as consumers do more and more business via the web.
This growth is forcing retailers to find ways to improve the efficiency of their contact center operations, in order to prevent escalating costs from eroding profits.
"To maximize revenue and profitability in the long term, Internet retailers must be able to offer a superlative service experience to a rapidly growing number of customers while keeping their contact center costs under very tight control," Peter Dunning, RightNow`s president of field operations, said. "RightNow uniquely solves this extremely challenging business problem by instantly and automatically delivering relevant information at the point of customer contact -- so Internet retailers can address their customers` issues quickly, accurately and cost-effectively."
RightNow also helps Internet retailers more effectively use email for everything from up-sell/cross-sell campaigns and special promotions to member newsletters and service bulletins. In fact, the "See the Light" initiative itself is being executed with a combination of RightNow Marketing(TM) and RightNow Service(TM).
More information about the campaign is available at www.rightnow.com/top400.
About RightNow Technologies, Inc.
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 1,400 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 http://www.rightnow.com/.
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.
RightNow Technologies, Inc.