RightNow Technologies (Company
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Studies), the world’s leading provider of hosted customer service and support solutions, today announced its 18th consecutive quarter of revenue growth in
the second quarter of 2003. Growing sales of its award-winning solutions combined with an expanding professional services practice, have spurred RightNow’s
success during the second quarter, and helped to sustain its cash-flow positive status. The company is also announcing it will double the size of its North American
direct sales force over the next four quarters to capitalize on market demand for its customer service solutions.
Revenues for the second quarter of 2003 were up 28 percent from the comparable quarter a year ago, and six percent from the preceding quarter.
RightNow’s customer service and support solutions continued to gain widespread recognition for their significant business impact and superior value. Among the 56
new customers signed by RightNow in the second quarter of 2003 were AT&T e-Sales & Service, Crestron Electronics, Inc., Luminex Corporation, Meteorlogix,
Sto Corp., and others. RightNow displaced several competitive deployments including Clarify, Remedy, and Vantive. In addition to growing its revenue and
expanding its customer base, RightNow also received acclaim from numerous independent organizations during the quarter—including Nucleus Research’s prestigious
Technology ROI Award for the success of customer nanoCom Corporation, a 2003 E-Gov Award for its work with the Department of Homeland security, and selection as one
of the Top 100 Private Companies of the Year by AlwaysOn and KPMG. RightNow founder and CEO Greg Gianforte was also named Pacific Northwest
Entrepreneur of the Year by Ernst & Young.
“RightNow’s customer service value proposition, along with its expanding products and services, have once again been rewarded with both market dollars and industry
accolades,” Greg Gianforte, RightNow founder and CEO, said. “RightNow will continue evolving our technology, professional services, global distribution, and strategic
partnerships to create additional value for customers and further extend our customer service leadership position. We are committed to helping our customers leverage
customer service as a distinct advantage for their organization.”
Unlike conventional software vendors that receive substantial upfront payment without accountability for business results, RightNow protects its customers’ interests with
“The RightNow Promise” that provides for clearly defined performance metrics, concrete proof of business value prior to financial commitment, accurate representation of
functional capabilities, and term-based contracts.
“RightNow’s current financial success and global customer base demonstrate the company has successfully been meeting the service and support needs of organizations
around the world,” Mary Wardley, Vice President, CRM Applications at IDC, said. “RightNow has done an outstanding job of increasing its customer base and
continuing to add functionality to the product in a challenging economy. Their message is obviously resonating with users and their business strategy is well
executed.”
“RightNow has more going for it than just great technology and services,” Bob Nagy, Worldwide Director of Technical Services at SCM Microsystems, said. “They are
clearly outstanding among other enterprise software companies in how they’ve remained rigorously focused on our continued success and kept their commitments to our
organization.”
Other highlights of 2003’s second quarter for RightNow include the introduction of its CORE professional services portfolio—designed to help customers take greater
advantage of the best practices expertise RightNow has developed over the course of more than 1,000 client engagements—and the deployment of both the company’s next-
generation Hosting Management System (HMS) and Customer Success Index (CSI). The Company also continued to hire additional development staff during the
period.
During the third quarter, RightNow will begin the process of doubling the size of its North American direct sales force and expanding its worldwide distribution partnerships.
In Europe, RightNow introduced its PRISM program to engage value-added retailers and integrators in deploying customer service and support solutions, and
announced Dimension Data as a new partner.
About RightNow Technologies
RightNow Technologies is the leading customer service and support solutions company that radically and rapidly improves the effectiveness of service and support
operations with easy-to-implement/easy-to-use 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 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 17 languages worldwide. For further information visit http://www.rightnow.com/
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