|
Press Release |
|||
|
33 GOVERNMENT AGENCIES SELECT RIGHTNOW WEB™ ESERVICE CENTER FOR ENHANCED SERVICE AND SUPPORTImproved Responsiveness, Lowered Costs and Rapid Time-to-Benefit Cited as Key Purchase CriteriaBozeman, MT (August 13, 2001) – RightNow Technologies, a leading provider of Internet customer service solutions, today announced that more than 33 federal and state government agencies have selected RightNow Web™ eService Center to improve their customer support operations. Among the agencies that have chosen RightNow Web™ are the Social Security Administration, Colorado Department of Revenue, the U.S. Postal Service, Air Reserve Personnel Center (ARPC), Veterans Benefits Administration (VBA), and Medicare.RightNow Web™ eService Center helps agencies improve the information they provide citizens and employees, while simultaneously helping them reduce their support costs. The award-winning software features email management, self-service, chat/collaboration, customer feedback surveys, and reporting and analytics. “RightNow Web means we’ll need only a small fraction of the 30-40 additional support reps we thought we’d need,” said Lt. Col. Frederick “Bud” Bromley of the ARPC. “Government agencies have to support over 280 million Americans every day with an enormous range of extremely critical life services,” said Greg Gianforte, founder and CEO of RightNow Technologies. “RightNow Web™ eService Center is playing a central role in helping these agencies deliver that support by enabling the public to quickly find the information they need on their own – without the intervention of government staff. By empowering people to help themselves, our technology significantly lowers the cost of government operations while radically improving the level of service taxpayers receive.” With a mandate of providing “exceptional service in an effective, innovative and fair manner…” the Colorado Department of Revenue found itself in the same situation as virtually every other government agency: having to do more with less. The search began for an Internet-based customer service solution that would reduce call volume, track requests, and allow important information to be made available to citizens on a 24x7 basis. The solution that the agency chose was RightNow Web eService Center, which now provides the agency’s site with a Frequently Answered Questions (FAQ) link where citizens can quickly locate essential tax information. The Department has seen the number of complaints drop dramatically, and the Governor’s Office is receiving positive feedback from citizens. Just as important, the RightNow Web site only took one week to implement and deploy. This rapid time-to-benefit is essential for government IT teams that have neither the resources nor the inclination to take on long, arduous technology implementations with uncertain ROI. “Our entry into online customer service is proving very beneficial. Our visitors are much happier being able to find many of their own answers and RightNow Web is attracting attention from state tax departments across the country,” said Kathy Pugliese, program assistant for the Colorado Department of Revenue “Internet traffic to the department continues to grow at a rapid pace, but RightNow Web is allowing us to stay abreast without additional staff resources.” RNW eService Center Reduces Amount of Incoming Customer Support Inquiries RightNow Web™ eService Center helps organizations of all kinds proactively reduce the amount of incoming telephone calls and support emails by helping Web site visitors help themselves. RightNow Web™ eService Center operates under the proven principle that most support inquiries are similar in nature and can be predicted with great accuracy. The system works by presenting users with a dynamic selection of question/answer pairs. As users interact with the system, the self-learning knowledge base captures their results to prioritize the information for future visitors. For new or unique issues not found in the knowledge base, RightNow Web™ eService Center makes it easy for visitors to submit new questions. When support personnel respond to the questions, they can publish the question and the answer into the self-learning knowledge base, thereby making the solution easily accessible to future visitors. About RightNow Technologies RightNow Technologies is a leading global provider of field-proven Internet customer service solutions that deliver rapid return-on-investment. RightNow Technologies has been named the second fastest-growing software company in 2000 by Softletter, an industry newsletter that publishes an annual ranking of the top 100 independent PC software companies in the U.S. RightNow's comprehensive solution includes Web-based self-service, chat, email management, and customer metrics. This solution features integrated product architecture, highly intuitive user interfaces, and centralized workflow management — all based on a proprietary customer-driven, self-learning knowledge base. RightNow customers include Air Canada, Ben & Jerry's Black & Decker, Motorola, Nike, Nortel, Pitney Bowes, Sanyo, Social Security Administration, Sprint, and more than 1,100 other organizations in a wide range of vertical markets. Founded in 1995, RightNow has offices in Dallas, London, Munich, and Sydney, and representation in Tokyo via Mitsui. The company's products are available in 15 languages through worldwide distribution channels. RightNow can be reached at 877-363-5678 or www.rightnow.com. Editorial Contact: Monica L. Remely RightNow Technologies 406/522-4264 mremely@rightnow.com top of page |
|||