RightNow® Technologies (Company
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Studies), the leading on demand CRM company focused on customer service, today announced Uniden America Corporation has selected RightNow Service™ as the strategic technology platform for its new, state-of-the-art customer service center. RightNow’s hosted, multi-channel, customer service technology will enable Uniden to manage phone, email and web communications in a fully integrated manner, ensuring both outstanding service quality and optimized operational efficiency.
Uniden selected RightNow as a strategic technology partner after evaluating competitive offerings from several other vendors, including Remedy, PeopleSoft and Primus Knowledge Solutions. Key factors in Uniden’s decision included RightNow’s knowledge base management, its advanced multi-channel incident workflow and its superior reporting/metrics functions. RightNow’s hosted delivery model will enable deployment in a matter of weeks as well as minimize continuing ownership costs.
“Customer service is extremely important to the success of our company, and we are impressed by RightNow’s proven track record in improving service in our industry,” Steve McKinney, Uniden’s call center manager, commented. “We are looking forward to seeing firsthand the positive impact RightNow will have on Uniden’s ability to handle more customer queries efficiently and effectively.”
Utilizing RightNow’s technology, Uniden will build and maintain a knowledge base providing customers and service representatives access to self-service resources 24 hours a day on the Uniden web site. RightNow will also enable Uniden to track and manage phone calls and emails in a common database. In addition, by using RightNow’s sophisticated reporting capabilities and closed-incident survey tools, Uniden will gain full visibility into its customers’ issues and concerns.
RightNow’s professional services group will provide Uniden with periodic consultations to help the company streamline workflow, refine the design of its online self-service resources and implement a variety of other proven customer service best practices.
“Uniden has brought its service-and-support operations in-house in order to ensure that its customers have a high-quality experience and to maximize the company’s overall returns,” Sean Forbes, vice president of Marketing and Business Development at RightNow, said. “RightNow is committed to helping Uniden achieve its customer service objectives by providing critical technology and services—and by continually measuring our achievements against Uniden’s stated business goals.”
About Uniden
Uniden America Corporation, the North American subsidiary of Japan-based Uniden Corporation, manufactures and markets wireless consumer electronic products including cordless telephones, business telecommunications systems, networking and data products, scanners, FRS/GMRS radios, marine radios and other wireless personal communications products. Based in Fort Worth, Texas, Uniden sells its products through dealers and distributors throughout North, Central and South America.
About RightNow Technologies
RightNow Technologies is the leading on demand CRM company focused on customer service. RightNow improves the effectiveness of service and support operations with easy-to-implement technology, replicable best practices drawn from the industry's broadest base of successful implementations and engagement terms that create accountability for delivering quantifiable results.
RightNow has delivered these benefits to more than 1,000 customers worldwide such as: Air New Zealand, Ben & Jerry's, Briggs and Stratton, British Airways, Cisco, Dolby Laboratories, Inc., Electronic Arts, Pioneer, Raymarine, Remington, Sanyo, Specialized Bicycles and more than 150 public sector clients including the Social Security Administration and the State of Florida.
Founded in 1997, RightNow has offices in Bozeman, Dallas, San Mateo, New Jersey, London and Sydney, with an associated office in Tokyo. RightNow’s products are available in 13 languages worldwide. For further information visit http://www.rightnow.com/.
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