<br />
EXCEPTIONAL CUSTOMERS...<br />
EXCEPTIONAL EXPERIENCESGreg Gianforte Founder and CEO<br />
There is no greater measure of a company’s success than the stories its customers tell. We are proud<br />
to share with you a few from RightNow clients who have become hero“In my 30 years as a CIO,<br />
I’ve never seen a company more committed to my success<br />
on an ongoing basis.”<br />
<br />
Ken Harris<br />
CIO<br />
Shaklee CorporationBritishAirways<br />
Taking off with exceptional customer experience<br />
<br />
As a longstanding RightNow customer, British Airways certainly understands the bene?ts of providing<br />
heroic levels of service to theiGoals:<br />
• Reduce operational costs<br />
and improve ROI<br />
• Enhance and deliver an<br />
exceptional customer<br />
experience<br />
• Improve consistency of<br />
service to Executive Club<br />
members across chanCabela’s<br />
Landing loyal fans—hook, line, and sinker<br />
<br />
When it comes to a great customer experience, few companies can hold a candle to the outdoor<br />
out?tters at Cabela’s. RightNow plays a key role in<a title="Case Study Booklet page 1" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=1"> EXCEPTIONAL CUSTOMERS... EXCEPTIONAL EXPERIENCES</a>
<a title="Case Study Booklet page 2" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=2">Greg Gianforte Founder and CEO
There is no greate</a>r measure of a company’s success than the stories its customers tell. We are proud
to share with you a few from RightNow clients who have become hero
<a title="Case Study Booklet page 3" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=3">“In my 30 years as a CIO,
I’ve never seen a compa</a>ny more committed to my success
on an ongoing basis.”
Ken Harris
CIO
Shaklee Corporation
<a title="Case Study Booklet page 4" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=4">BritishAirways
Taking off with exceptional custom</a>er experience
As a longstanding RightNow customer, British Airways certainly understands the bene?ts of providing
heroic levels of service to thei
<a title="Case Study Booklet page 5" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=5">Goals:
• Reduce operational costs
and improve</a> ROI
• Enhance and deliver an
exceptional customer
experience
• Improve consistency of
service to Executive Club
members across chan
<a title="Case Study Booklet page 6" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=6">Cabela’s
Landing loyal fans—hook, line, and sinke</a>r
When it comes to a great customer experience, few companies can hold a candle to the outdoor
out?tters at Cabela’s. RightNow plays a key role in
<a title="Case Study Booklet page 7" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=7">Goals:
• Extend competitive
di?erentiation ba</a>sed on
an exemplary customer
experience
• Optimize use of online
communication channels
• Minimize technology
ownership costs
Ac
<a title="Case Study Booklet page 8" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=8"> </a>
<a title="Case Study Booklet page 9" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=9">“Both the strength of our brand and our bottom-lin</a>e business performance
depend to a large degree on how well we understand and respond to our
customers. With RightNow, we are able to maximize that
<a title="Case Study Booklet page 10" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=10"> eHarmony Members receive the utmost care and resp</a>ect from this internet cupid Using RightNow, eHarmony agents are always available to support members who really need their wisdom and guidance, as th
<a title="Case Study Booklet page 11" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=11"> Goals: • Deliver world-class customer care • A</a>nswer customer questions through the most appropriate channel • Closely monitor and act on the “customer voice” Achievements: • Substantial
<a title="Case Study Booklet page 12" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=12"> ElectronicArts Reaching top levels in the game of</a> customer experience Electronic Arts (EA) knows a thing or two about racking up points with gaming enthusiasts. Quickly responding to the challenge o
<a title="Case Study Booklet page 13" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=13"> Goals: • Provide e?ective support to millions </a>of customers worldwide • Seamlessly link multiple o?shore outsourcers and internal resources • E?ectively handle peaks in incident volume g
<a title="Case Study Booklet page 14" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=14"> </a>
<a title="Case Study Booklet page 15" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=15"> “RightNow has proven that it is dedicated to ensu</a>ring BT meets its customer commitment goals. RightNow is working with us to ensure we get the most from its customer service solutions and is ?exing t
<a title="Case Study Booklet page 16" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=16"> EPA Climbing mountains and crossing valleys on th</a>e path to improving communications with the public The Environmental Protection Agency (EPA) has a mountain of responsibilities protecting human hea
<a title="Case Study Booklet page 17" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=17"> Goals: • Quickly and e?ciently answer approxim</a>ately 90,000 emails per month • Gain better visibility into website visitors’ issues and concerns • Find a way to manage a large increase i
<a title="Case Study Booklet page 18" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=18"> iRobot Making a clean sweep in a new market by li</a>stening and responding to early adopters Few, if any of iRobot’s customers have owned anything like the innovative products Roomba® and Scooba®, so
<a title="Case Study Booklet page 19" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=19"> Goals: • Drive adoption of new technology by s</a>uccessfully providing information and quick answers to customer and prospect inquiries • Control costs by optimizing the use of online
<a title="Case Study Booklet page 20" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=20"> </a>
<a title="Case Study Booklet page 21" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=21"> “Our customers are savvy, demanding shoppers who </a>expect the very best prices and service every time they do business with us. RightNow is providing us with the technology and services we need to cons
<a title="Case Study Booklet page 22" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=22"> KPN Dialing-up an exceptional experience for thei</a>r customers KPN is a leader in the international telecom market, both in terms of subscribers, and pre-paid users. With new features and services co
<a title="Case Study Booklet page 23" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=23"> Goals: • Deliver quick and reliable customer</a> service across channels • Reduce common inquiries coming into contact center agents • Align website content to customer interests and needs
<a title="Case Study Booklet page 24" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=24"> MinnesotaOnline Making the grade with RightNow P</a>ersonalized care is pretty di?cult to get at college these days, especially with online programs, but it’s critical if an institution wants to succeed
<a title="Case Study Booklet page 25" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=25"> Goals: • Deliver a competitively di?erentiated</a> student experience • Maximize prospect conversion and student retention rates • Optimize advisor productivity Achievements: • Successfully
<a title="Case Study Booklet page 26" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=26"> </a>
<a title="Case Study Booklet page 27" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=27"> “As the internet becomes a bigger part of everyon</a>e’s daily life, RightNow is becoming a bigger part of what we do at AFRS. We continue to expand our RightNow implementation in order to more e?ciently
<a title="Case Study Booklet page 28" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=28"> MissionFederalCreditUnion Making a statement amon</a>g ?nancial institutions Using RightNow as a key catalyst for strategic change in customer and business processes, Mission Federal continues to grow
<a title="Case Study Booklet page 29" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=29"> Goals: • Proactively develop business with new</a> and existing members • Drive competitive di?erentiation through a superior member experience • Create closed-loop marketing, sales, and
<a title="Case Study Booklet page 30" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=30"> Nikon Developing superior customer experiences on</a>e frame at a time You’d think that being in a dramatically growing market would be a picture perfect scenario. It is, as long as you’re ready for the
<a title="Case Study Booklet page 31" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=31"> Goals: • Scale customer experience management </a>capabilities to keep pace with rapidly growing customer base • Support a premium brand with premium customer experience around the globe •
<a title="Case Study Booklet page 32" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=32"> </a>
<a title="Case Study Booklet page 33" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=33"> “RightNow provides Victoria University with the a</a>dvanced emarketing and contact center capabilities we need to create a superior experience for our prospects around the world, while allowing us to av
<a title="Case Study Booklet page 34" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=34"> StateofIllinoisDept.ofRevenue Overcoming a taxing</a> challenge There is no doubt about it–taxpayers have a lot of questions. This, combined with the growing use of the internet by taxpayers and busine
<a title="Case Study Booklet page 35" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=35"> Goals: • Deliver timely, accurate information </a>to taxpayers and businesses • Cope with rapidly rising volume of email inquiries • Keep taxpayers informed on continuous changes in tax co
<a title="Case Study Booklet page 36" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=36"> TomTom Customers easily navigate their way to inf</a>ormation online Even as tra?c atTomTom has expanded by a whopping 800%, they have been able to limit the growth of email and call volume by implemen
<a title="Case Study Booklet page 37" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=37"> Goals: • Deliver consistently superior servic</a>e and support across all channels of communication to secure customer loyalty • Optimize e?ciency to keep costs down as the business grows
<a title="Case Study Booklet page 38" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=38"> RightNow’sSuiteofCRMProducts: • RightNow Service</a> • RightNow Voice • RightNow Marketing • RightNow Sales • RightNow Feedback • RightNow Analytics www.rightnow.com/products
<a title="Case Study Booklet page 39" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=39">Exceptional Customer Experience
RightNow’s prov</a>en approach to customer
experience is built on a series of 8 Steps:
1) Establish knowledge foundation
2) Empower customers
3) Empower frontline em
<a title="Case Study Booklet page 40" href="http://www.zmag.dk/showmag.php?mid=stpfh&pageid=40">United States
Corporate Headquar</a>ters
RightNow Technologies
136 Enterprise Blvd.
P.O. Box 9300
Bozeman, MT 59718-9300
International
Australia/Paci?c Rim
Headquarters
Level 4
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