RightNow’s On Demand CRM Technology Powers Customer-Centricity at Black & Decker

Kurt Peters

Market Leader Gains Customer Insight Across the Company, Improves Customer Care, Speeds Delivery, and Boosts Operational Efficiency

Bozeman, MT (January 17, 2005) - RightNow® Technologies (NASDAQ: RNOW), a leading provider of on demand CRM software solutions, today announced global products leader Black & Decker uses RightNow’s on demand CRM technology to capture and deliver rich, timely information about customers to managers throughout the company-enabling them to make smarter, more customer-driven business decisions. RightNow’s technology has also substantially improved the productivity of Black & Decker’s customer service organization, deferring increases in headcount resulting in about $175,000 in savings.

Black & Decker’s RightNow-enabled customer contact center manages service interactions across phone, email and web channels in a common web-based environment. Black & Decker has also implemented RightNow in British English and German to support its overseas customers, with French and Nordic countries soon to follow. This streamlined, globally deployed system enables service agents to address customers’ issues quickly and effectively.

It also creates a single point-of-capture for all data about customer questions, complaints and feedback. This feedback can then be automatically distributed to whoever needs it. For example, Black & Decker has implemented business rules that forward service incidents associated with specific products to the appropriate product manager. The real-time feedback gives product managers a daily sense of how their products are faring in the marketplace-which is especially valuable when products are first released. Similar information is made available to marketing and sales via periodic reports.

“RightNow has dramatically enhanced our internal processes and the way we interact with the rest of the business,” Chuck Udzinski, Black & Decker consumer services manager, said. “As a result, we are improving the ability of the company as a whole to respond to our customers even as we reduce costs in a variety of areas.”

With the support of RightNow Professional Services, Black & Decker integrated RightNow with its enterprise SAP system. If the resolution of a problem requires Black & Decker to send product to a customer, service agents can now do so from their RightNow screens. This integration also enables agents to check on the status of shipments to the customer-right down to the carrier’s tracking number.

Black & Decker also leverages RightNow to proactively and cost-effectively perform market research. The company’s marketing department can create brief surveys using RightNow Metrics™ and pass them along to customer service. Service agents then ask customers who call in about other issues if they would like to participate in the survey. Customers who opt in can quickly and easily complete the survey with a few mouse-clicks. RightNow automatically tabulates the results.

“By aggressively leveraging service interactions to better understand its markets, Black & Decker is practicing a level of customer-centricity that other companies would do well to emulate,” Sean Forbes, vice president of marketing and business development at RightNow, said.

About Black & Decker:
Black & Decker® is a global manufacturer of power tools and accessories, hardware and home improvement products, and technology-based fastening systems. The company markets its products and services in more than 100 countries, with manufacturing operations in 11 countries. Black & Decker has earned its reputation for innovation in product design, customer-focus, quality and value. Enjoying worldwide recognition for its brand, Black & Decker also has the most extensive global distribution in its industry.

About RightNow Technologies
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 1,100 organizations worldwide use RightNow solutions including British Airways, British Telecom, Cisco Systems, Continental Tire North America, The Dow Chemical Company, 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 www.rightnow.com.

RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.

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business, Concursive, Customer experience management, Information technology management, RightNow Technologies