EXCEPTIONAL CUSTOMERS EXCEPTIONAL EXPERIENCES
Greg Gianforte Founder and CEO There is no greater 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 heroes in their industries for the quality of experience they provide their customers. At RightNow, we believe that delivering an outstanding customer experience can be the single most powerful way for companies to set themselves apart from competitors. And our mission is to help companies do just that. For more than a decade, we have helped thousands of companies, across many industries, improve their customer experience while reducing costs. We are delighted that so many RightNow clients have become heroes for the quality of customer experience they present— because their success is our success. Enjoy.
A Sampling of RightNow Customers: Activision Administration for Children and Families AFLAC Inc. Air Canada Air New Zealand Alaska Air Allied Telesis, Inc. Allstate Insurance Alltel Corp. Audiovox Corp. Bass Pro Shops Bausch & Lomb Becker Professional Review Black & Decker Corporation Briggs & Stratton British Airways Cabela’s Canon Canada CARFAX Centers for Medicare and Medicaid Chief Supply/BECO Holding Co DaimlerChrysler – Warranty Division Healthcare DeVry Inc. Drugstore.com Dun & Bradstreet Europe Ltd EasyJet Airline Company Ltd eHarmony Electronic Arts Enterprise Rent-A-Car Company Experian for Lumley Leisure Fandango
First Interstate Bank of Indiana Gillette Graco Inc. Hasbro Health and Human Services iRobot Jones Apparel Kiddicare Kodak Imaging Network KPN Mobile LeapFrog Liberty Travel Inc. Logitech Inc. Lufthansa Cargo AG Marine Corps Reserve Mobilization Command Medicare.gov Mission Federal Credit Union MnSCU – Student Services Monster.com Nationwide Building Society Nextel Nikon Opodo Orbitz Overstock.com Pinnacle Systems Plantronics Proctor and Gamble, (Clairol) Reader’s Digest Reebok Ricoh Corp. Rogers AT & T
Sharper Image Corporation ShopNBC Social Security Administration Sony Online Entertainment Specialized Bicycles Sprint Targus TD Banknorth Inc. TDS Telecom The Generations Network The Right Start Thomas Cook UK Thule Car Rack Systems Ticketmaster UK Ltd T-Mobile Transunion Trout Unlimited United States Government Printing Office University of Houston University of Kentucky University of Miami University of Washington – Seattle US Army Training Support - TRADOC US Census Bureau USPS, Helpdesk UTStarcom Inc. Veterans Affairs Victoria University Vindigo Visa USA Inc. Wilson Sporting Goods
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“In my 30 years as a CIO, I’ve never seen a company more committed to my success on an ongoing basis.” Ken Harris CIO Shaklee Corporation
British Airways Taking off with exceptional customer experience As a longstanding RightNow customer, British Airways certainly understands the benefits of providing heroic levels of service to their customers. Deployed to answer 55,000 customers’ questions online, covering anything from booking a flight, checking in online, to printing their boarding passes, RightNow and British Airways have continually innovated to achieve the airline’s goals of maximizing ROI and providing a first-class customer experience. Their destination of a 15% email reduction turned out to be an astonishing 60% reduction, enabling agents to comfortably recline and concentrate on more complicated customer needs.
Goals:
• Reduce operational costs and improve ROI • Enhance and deliver an exceptional customer experience • Improve consistency of service to Executive Club members across channels
Achievements: • Successful adoption of web self-service by customers • Significant reduction in calls to agents, and improved ROI • First-class experience delivered to Executive Club members at every interaction • 2005 Customer Service Innovation Award winner
Cabela’s Landing loyal fans—hook, line, and sinker When it comes to a great customer experience, few companies can hold a candle to the outdoor outfitters at Cabela’s. RightNow plays a key role in helping to deliver the experience that keeps customers loyal. Regardless of season, customers have come to learn that Cabela’s reliably responds to questions via the channel they choose, whether online, email, or chat. By ensuring outdoor adventurers don’t get lost online, shoppers are less likely to abandon the website as they are fishing for the perfect gear. This also frees up agents—giving them time to help those who may need more personal assistance.
Goals: • Extend competitive differentiation based on an exemplary customer experience • Optimize use of online communication channels • Minimize technology ownership costs
Achievements: • More than 300,000 questions successfully answered every month through web, email, and chat • Substantial decrease in website abandonment • Improved contact center productivity and performance with considerable drop in email volume
“Both the strength of our brand and our bottom-line 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 understanding and responsiveness, even as we continue to drive down costs.� Chuck Udzinski Consumer Services Manager Black & Decker
eHarmony Members receive the utmost care and respect from this internet cupid Using RightNow, eHarmony agents are always available to support members who really need their wisdom and guidance, as the more routine questions are routed to effective and reliable self-serve channels. Approximately 15 million customers generate more than 1.5 million knowledge base page views per month, so content must always be compelling and up-to-date. RightNow is the perfect match for eHarmony. As their VP of Customer Care puts it, “RightNow has the same passion as we do about maintaining a culture of customer care. That makes them a very compelling business and technology partner for eHarmony.”
Goals: • Deliver world-class customer care • Answer customer questions through the most appropriate channel • Closely monitor and act on the “customer voice”
Achievements: • Substantial increase in customer satisfaction ratings for email interactions • 92% customer satisfaction level for phone incidents • 30% reduction in email workloads • Increased retention rate for trial subscription threefold
Electronic Arts Reaching top levels in the game of customer experience Electronic Arts (EA) knows a thing or two about racking up points with gaming enthusiasts. Quickly responding to the challenge of answering questions from millions of gamers needing anything from rules to sound card configurations, they have proven they can win at the game of customer loyalty. Their “Customers First” initiative resulted in a Gartner CRM Excellence Award, and with RightNow as a partner, they didn’t break the bank doing it. EA’s customer service organization has been able to cost-efficiently support the company’s continued growth and global market dominance. In fact, over the past two years, it has simultaneously handled a 50% increase in incident volume and a 10% budget cut, while still delivering the quality of service required for a premium brand.
Goals: • Provide effective support to millions of customers worldwide • Seamlessly link multiple offshore outsourcers and internal resources • Effectively handle peaks in incident volume generated with new title releases
Achievements: • Effectively handle increases in incidents despite sporadic budget cuts • Continuous improvement in service processes through global visibility • Unified environment for incident tracking • 2007 Gartner CRM Excellence Award winner
“RightNow has proven that it is dedicated to ensuring BT meets its customer commitment goals. RightNow is working with us to ensure we get the most from its customer service solutions and is flexing the product to meeting our customer requirements. We are confident that we will be able to offer a superb customer experience to our customers, keeping us ahead of the competition.” David Thomson Senior Business Director BT Retail
EPA Climbing mountains and crossing valleys on the path to improving communications with the public The Environmental Protection Agency (EPA) has a mountain of responsibilities protecting human health and the environment across the United States. With such an enormous workload and the ongoing issue of limited resources and budget, they definitely needed a reliable partner. They needed technology that could help them reach their customers while reducing costs. Due to extensive public sector experience and proven deployments, RightNow was chosen to help the EPA create an online knowledge base that answers more than 80% of questions without agent intervention. They have seen a 70% reduction in email volume in participating offices. EPA staff spends less time answering and crafting email responses, and site visitors get better and faster service, freeing up time to enjoy the great outdoors.
Goals: • Quickly and efficiently answer approximately 90,000 emails per month • Gain better visibility into website visitors’ issues and concerns • Find a way to manage a large increase in email volume due to the de-funding of two contact centers • More consistent replies to inquiries across channels of communication
Achievements: • 70% reduction in email volume • Muti-channel support • Improved communications and programs with feedback from website visitors
iRobot Making a clean sweep in a new market by listening and responding to early adopters Few, if any of iRobot’s customers have owned anything like the innovative products Roomba® and Scooba®, so support must be spot on. Spotless support is critical for driving broad acceptance of the product line. With RightNow’s help, iRobot has successfully grown revenue, while simultaneously delivering a superior customer experience, without the mess. They are able to listen to everything their customers are saying, across all communication channels, and provide exceptionally responsive support over the phone, email, the web, and chat. As a result, they’ve seen call abandonment decrease 18%. Plus, with RightNow Marketing, they can cost-effectively pursue a full range of up-sell and cross-sell opportunities. This is a partnership “maid” to last.
Goals: • Drive adoption of new technology by successfully providing information and quick answers to customer and prospect inquiries • Control costs by optimizing the use of online communications channels • Grow revenue from installed base
Achievements: • Improved handling of hundreds of thousands of customer interactions across multiple channels every month • 97% web self-service rate with 30% reduction in phone calls to the contact center • Successful marketing promotions through targeted, relevant offers • Ability to pinpoint emerging problems and enhance customer experience through satisfaction surveys
“Our customers are savvy, demanding shoppers who 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 consistently deliver exceptional service while controlling our service and support costs.� Stormy Simon Senior Vice President of Customer Care and Branding Overstock.com
KPN Dialing-up an exceptional experience for their customers KPN is a leader in the international telecom market, both in terms of subscribers, and pre-paid users. With new features and services continually increasing, KPN needed a solution to deliver all of this information online, while maintaining a clear connection with their customers. They wanted to also be able to put customer needs ďŹ rst, and provide the best experience possible. They had to choose a solution that could support various contact methods, and be intelligent enough to automatically record surďŹ ng behavior and feedback of website visitors. RightNow helped manage and improve the customer experience at KPN, with the added advantage of cost reductions.
Goals: • Deliver quick and reliable customer service across channels • Reduce common inquiries coming into contact center agents • Align website content to customer interests and needs
Achievements: • Improved customer experience through increased adoption of web self-service • Enhanced answers provided across all communication channels • Improved communications and programs with feedback from website visitors
Minnesota Online Making the grade with RightNow Personalized care is pretty difficult to get at college these days, especially with online programs, but it’s critical if an institution wants to succeed summa cum laude. By implementing the full suite of RightNow’s CRM solutions, Minnesota Online gets high marks with a competitively differentiated experience from a prospect’s first inquiry to the completion of their course of studies. Each advisor is able to work with nearly 600 active and prospective students, tracking progress and issues at every stage of the student lifecycle in order to quickly and effectively respond to increasingly demanding students. RightNow provides a single, highly adaptable solution that Minnesota Online can use to better serve their students, gain visibility into market trends, and keep costs under control.
Goals: • Deliver a competitively differentiated student experience • Maximize prospect conversion and student retention rates • Optimize advisor productivity
Achievements: • Successfully provide personalized care across the student lifecycle • Acquire full visibility into student status and issues • Each advisor is able to effectively support up to 600 students
“As the internet becomes a bigger part of everyone’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 efficiently access the caliber of recruit we need to ensure the Air Force’s ability to fulfill its constantly evolving global mission.” Sergeant Deshan Woods Interactive Account Executive Air Force Recruiting Service
Air Force Recruiting Service
Mission Federal Credit Union Making a statement among financial institutions Using RightNow as a key catalyst for strategic change in customer and business processes, Mission Federal continues to grow membership and improve profitability. With the perfect balance of automation, visibility and accountability to service, marketing, and sales, Mission Federal can seamlessly understand and serve their members. Mission Federal’s initial results with RightNow were so quick and tangible that they have continued to expand their use. They have exceeded all of their loan production goals and boosted top-line performance in a relatively short period of time. Most importantly, everyone, and especially Mission Federal’s members, are happy.
Goals: • Proactively develop business with new and existing members • Drive competitive differentiation through a superior member experience • Create closed-loop marketing, sales, and service processes to better meet member needs and expectations
Achievements: • Empowerment of frontline employees and managers to deliver an exceptional experience to each member • Quick, in-house creation of highly effective, personalized marketing campaigns • Successful integration with core banking platform and data warehouse system
Nikon Developing superior customer experiences one 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 associated increase in customers, their questions, and their needs. The digital cameral market has exploded over recent years, and as a premier brand, Nikon has a very large responsibility to their customers. RightNow has been implemented in phases, starting with the web, then optimizing phone and email communication, and now leveraging both sales and marketing products. They have customers in focus at all times, across all channels, and their success is definitely reflected in both customer loyalty, with a 95% recurring customer satisfaction score, and winning the Nucleus Research 2007 Technology ROI award, which honors companies whose skillful deployment of IT solutions has produced a positive, bottom-line financial ROI.
Goals: • Scale customer experience management capabilities to keep pace with rapidly growing customer base • Support a premium brand with premium customer experience around the globe • Keep costs under control
Achievements: • Exceptional service across all communication channels • Realized 50% reduction in call response time and 70% reduction in email response time • Improved visibility into customer concerns, enhanced marketing campaigns and product development • 2007 Nucleus Research Technology ROI award winner
“RightNow provides Victoria University with the advanced emarketing and contact center capabilities we need to create a superior experience for our prospects around the world, while allowing us to avoid the significant overhead associated with ownership of complex business applications. Our engagement with RightNow is delivering very high ROI and helping us achieve strategic institutional goals that are critical to our long-term success in an increasingly competitive global market.” Charles Brooks International Emarketing Coordinator Victoria University
VICTORIA UNIVERSITY OF WELLINGTON
State of Illinois Dept. of Revenue Overcoming a taxing 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 businesses, and ever-changing codes, put tremendous strain on the State of Illinois Department of Revenue (IDoR) staff. The number of inquiries coming in sent agents running to the nearest tax shelter. Taxpayers were frustrated, and the agency was losing valuable employees. Enter RightNow’s multi-channel contact center solution. RightNow’s audit of the situation resulted in a real gain for the IDoR. Armed with RightNow’s dynamic knowledge base technology, they now use their website to maximum advantage and have achieved a tight alignment between the information it provides online and the real needs of the customers. The result? Taxpayers quickly finding the information they need, and happily moving on to more pleasant tasks.
Goals: • Deliver timely, accurate information to taxpayers and businesses • Cope with rapidly rising volume of email inquiries • Keep taxpayers informed on continuous changes in tax code and policies
Achievements: • Answer hundreds of questions around-the-clock through web self-service • Cut email volume by 83% in first year • The RightNow solution paid for itself in a short six months
TomTom Customers easily navigate their way to information online Even as traffic at TomTom has expanded by a whopping 800%, they have been able to limit the growth of email and call volume by implementing RightNow to support customers across all communication channels without driving contact center costs into a pothole. The intuitive web self-service interface appealed to them because ease-of-use is a design factor of their own products. They want to make things as simple for the customer as possible, and RightNow makes it easy for them use the fast lane to find what they need on the TomTom website. It also makes it easy for live agents to quickly help customers on the phone or through email. Leveraging RightNow’s expertise, insight, and support, TomTom has been tremendously successful in delivering superior customer experience, earning them a finalist spot in Gartner’s 2007 CRM Excellence Award competition.
Goals: • Deliver consistently superior service and support across all channels of communication to secure customer loyalty • Optimize efficiency to keep costs down as the business grows • Gain better visibility into customer issues to be more responsive to their needs
Achievements: • Web self-service handling more than 2 million questions each month • Decreased costs and improved customer experience through reduced phone and email workloads • All interactions tracked in one place for maximum market insight • 2007 Gartner CRM Excellence Award finalist
RightNow’s Suite of CRM Products: • RightNow Service • RightNow Voice • RightNow Marketing • RightNow Sales • RightNow Feedback • RightNow Analytics
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Exceptional Customer Experience RightNow’s proven approach to customer experience is built on a series of 8 Steps: 1) Establish knowledge foundation 2) Empower customers 3) Empower frontline employees 4) Offer multi-channel choice 5) Listen to your customers 6) Design seamless experiences 7) Engage proactively 8) Measure and improve continuously
To learn more about RightNow’s 8 Steps to delivering an exceptional customer experience, contact us today at www.rightnow.com or call 877-236-3174.
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