Meyer Corporation U.S. selects RightNow eService to reduce Call Center and Email Traffic, optimize web (email this article)

RightNow Technologies (Company Profile, Past Stories, Case Studies), the world’s leading provider of hosted customer service and support solutions, today announced cookware market leader Meyer Corporation U.S., manufacturer of cookware brands Anolon™,  Circulon™, Silverstone™, and Farberware Cookware™ has selected RightNow eService Center.  RightNow’s industry-leading customer service and support solution will help Meyer reduce its call center and email communications workloads, improve management of call center and email service requests and optimize the Web as a self-service medium for its customers.  Meyer expects the hosted RightNow eService Center to significantly reduce operational costs while it greatly improves the level of service it provides its customers.

Meyer selected RightNow after evaluating several competing software solutions.  According to Meyer’s customer service manager, Dee Dee Thatcher, the other competitive offerings were either too complex to implement, contained too many hidden costs, or lacked key functionality.  RightNow, by contrast, was able to quickly demonstrate a working customer service management system for Meyer – one that would clearly deliver substantial ROI.

“RightNow’s hosted application delivery model is very compelling for a company like ours, which wants to address some very pressing customer service issues in as short a timespan as possible,” Thatcher said.  “RightNow also uniquely offered us the ease of customization we need to ensure our customer service solution matches the specific requirements of our business and our market.”

RightNow provides a comprehensive, integrated solution for managing communications with customers via phone, email, and the Web.  Because RightNow tracks phone and email interactions in a common system, service representatives can view the entire history of communications with each customer when they respond to a question.  This is an important capability as customers use email more frequently to ask questions and resolve issues.  RightNow also provides a common knowledge base for call center, email, and Web self-service – ensuring the consistency and accuracy of the answers customers receive, regardless of which communications channel they use at any given time.

RightNow’s hosting model eliminates the need for the purchase of expensive server and network capacity to support its customer service solutions.  Hosting also eliminates the high, upfront cost of software licenses – and similarly eliminates the need for associated database licenses, which can also drive up implementation costs.  Savings under RightNow’s hosting model continue over time, because there is no systems infrastructure to monitor and manage, and RightNow manages the software upgrade and maintenance tasks.

Hosting also accelerates time-to-benefit by eliminating all the complex testing, staging, and provisioning that IT departments have to perform before they roll out new applications internally in order to maintain the stability of their enterprise environments.

“The simplicity, effectiveness, and rapid time-to-benefit that RightNow offers are clearly appealing to companies like Meyer that want immediate business results – not software deployment headaches,” Sean Forbes, vice president of marketing and business development at RightNow, said.  “While the rest of the industry spins its wheels, RightNow continues to sign up new customers across virtually every vertical market.”

About Meyer Corporation
Meyer Corporation was one of the fastest growing cookware companies in the U.S. throughout the 90's, and has become the second largest distributor of range-top cookware in the U.S.  Meyer Corporation is part of a global organization called Meyer International Holdings, Ltd.

About RightNow Technologies
RightNow Technologies is the leading customer service and support solutions expert that radically and rapidly improves the effectiveness of service and support operations with easy-to-implement/easy-to-use, replicable best practices drawn from the industry's broadest base of successful implementations, and engagement terms that create accountability for delivering quantifiable results.

RightNow delivers these benefits to more than 1,000 customers worldwide such as: Air New Zealand, Ben & Jerry's, British Airways, Cisco, Fujitsu, Maxtor, Remington, Sanyo, and more than 100 public sector clients including the Social Security Administration and the State of Florida.

Founded in 1997, RightNow has offices in Bozeman, Dallas, San Mateo, London, and Sydney, with an associated office in Tokyo. RightNow's products are available in 14 languages worldwide. For further information visit http://www.rightnow.com/
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