MarketTools’ Zoomerang Reaps $80,000 Savings with RightNow; Revenues Increase, Customer Satisfaction Improves (email this article)

RightNow® Technologies (Nasdaq: RNOW) (Company Profile, Past Stories, Case Studies), the leading on demand CRM company focused on customer service, today announced market research solutions provider MarketTools, Inc. has improved customer satisfaction, increased revenue and reaped labor savings of more than $80,000 as a result of implementing RightNow Service™.

MarketTools- with its flagship Zoomerang online survey software being used for market research in more than 200 countries-deployed RightNow to optimize the quality and efficiency of its customer support operations across its phone, email and web channels for the Zoomerang product. While sales of Zoomerang have risen 60 percent and its overall customer base has grown 25 percent since it implemented RightNow, MarketTools has been able to defer increasing its customer service headcount. Email volume has decreased by 45 percent, because more customers have been able to find the answers to their questions on the web. RightNow has also enhanced the efficiency with which Zoomerang staff handles its remaining email and call volume. These have saved the company $80,000 in the past year.

The increased efficiency of its customer service operations has also allowed MarketTools to assign an experienced customer service representative to the pro-active marketing of zSample, which provides Zoomerang customers with targeted survey respondents. This re-assignment resulted in a 500 percent increase in zSample revenues.

During this same period, customer satisfaction with Zoomerang support services rose 10 percent. This was in part due to maximum response times decreasing 35 percent.

“RightNow has helped us build stronger relationships with our customers while it has enabled us to significantly reduce costs in several areas,” Dana Meade, general manager and vice president of Zoomerang, said. “It is having a positive impact on many aspects of our business beyond customer service-including sales, marketing and product development.”

MarketTools is deploying RightNow as a hosted service. This eliminates the costs and management burdens typically associated with internal deployments of enterprise software.

“As a purveyor of web-based business solutions itself, MarketTools immediately grasped the value of RightNow Service and our on demand delivery model,” Sean Forbes, vice president of marketing and business development at RightNow, said. “Zoomerang’s Internet-savvy customer base is particularly well suited for the highly efficient multi-channel support that our technology enables.”

About MarketTools
Founded in 1997, Mill Valley, CA-based MarketTools is a full service, Internet-based marketing research company. MarketTools is focused on primary research-including concept tests, product tests, sorts (alternative tests) and advertising research. The company enables its clients to gain the critical insights that result from high-quality research, while empowering them to conduct that research with unsurpassed speed and cost-efficiency.

About RightNow Technologies
RightNow Technologies is a leading provider of on-demand software solutions designed to optimize customer service operations for businesses of all sizes. RightNow’s comprehensive customer service solution features a self-learning knowledgebase that is designed to seamlessly support multiple communications channels including web, interactive voice, email, chat, telephone and proactive outbound email communications. RightNow offers its solutions through a multi-tenant, hosted on-demand model to reduce the cost and risk associated with deploying traditional enterprise customer relationship management, or CRM, software. RightNow also provides business process optimization and product tune-ups throughout the lifecycle of its client relationships. Founded in 1997, RightNow is headquartered in Bozeman, Montana, with offices in Europe and Asia. For further information visit www.rightnow.com. RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market. -30-