RightNow® Technologies (Company
Profile, Past
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Studies) (Nasdaq: RNOW), a leading provider of on demand CRM software solutions, today announced Beretta is implementing RightNow Service™ to support its continued market growth and forge closer relationships with its customers. By deploying RightNow Service, Beretta is also enhancing the efficiency of its contact center – allowing its staff to generate more sales of products and services.
With a history that dates back to at least the year 1526, Beretta is the world’s oldest gunmaker. Beretta’s presence in the U.S. market has grown significantly in recent years and, although the company sells its product primarily through distribution, it has made direct, ongoing communications with its customers a key component of its marketing strategy. These communications resulted in a growing volume of phone calls and emails that strained Beretta’s contact center resources.
After an extensive evaluation of available technology solutions, Beretta selected RightNow Service as its strategic contact center platform. RightNow Service provides a complete, integrated solution that includes call tracking, email management and web self-service.
Beretta has seen immediate and tangible results in its first 90 days of deployment. Email volume has been reduced by 60 percent, as customers can now easily find answers to their questions on the company’s web site. This has totally eliminated a former backlog of up to 3,500 email questions. Call volume to their technical assistance and customer service lines has also been reduced by 40 percent. This has shortened hold-times and reduced the company’s call abandonment rate from over 55 percent to less than 15 percent. In addition, RightNow enables Beretta’s staff to respond to phone calls and email more quickly and consistently, thanks to a comprehensive knowledge base of 337 answers to customers’ most common questions.
This combination of decreased workload and increased efficiency has enabled Beretta to allocate more of its contact center staff’s time to sales of services and non-firearms products, which include clothing and accessories. The company currently estimates increased revenue of $150 an agent per day.
“RightNow has radically streamlined our communications processes so that we can serve more customers more effectively without increasing headcount,” Matteo Recanatini, director of consumer services at Beretta, said. “We have achieved outstanding return-on-investment in very short order and foresee significant additional business gains as we further expand our implementation.”
Beretta has deployed RightNow as a hosted service, thereby eliminating both the capital and lifecycle costs associated with technology ownership. RightNow’s on demand delivery model also provided Beretta with extremely rapid time-to-benefit compared to conventional in-house software deployments.
“RightNow Service is an ideal solution for companies like Beretta that sell through distribution channels, but still want to maintain close relationships with their customers,” Sean Forbes, vice president of marketing and business development at RightNow, said. “The results they’ve achieved in their first 90 days clearly demonstrate how remarkably effective our technology and proven best practices are—especially in comparison to previous generations of enterprise CRM software.”
Beretta’s RightNow-powered online customer service knowledge base can be viewed at http://www.berettausa.com/customer/index.htm.
About Beretta USA
Experience, innovation, respect for tradition – these, combined with ongoing design studies, technological advancements, and improved production methods are the fundamentals that established Beretta as the foremost firearms company in the world. Since 1526 the Beretta tradition of excellence has taken the prestigious Beretta arms from the oldest factory in the world to the four corners of the world.
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.
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All statements included in this press release, other than statements or characterizations of historical fact, are forward-looking statements. These forward-looking statements are based on our current expectations, estimates and projections about our industry, management's beliefs, and certain assumptions made by us, all of which are subject to change. Forward-looking statements can often be identified by words such as "anticipates," "expects," "intends," "plans," "predicts," "believes," "seeks," "estimates," "may," "will," "should," "would," "could," "potential," "continue," "ongoing," similar expressions, and variations or negatives of these words. These forward-looking statements are not guarantees of future results and are subject to risks, uncertainties and assumptions that could cause our actual results to differ materially and adversely from those expressed in any forward-looking statement.
The risks and uncertainties referred to above include, but are not limited to, risks associated with our business model, our past operating losses, possible fluctuations in our operating results and our rate of growth, interruptions or delays in our hosting operations, breaches of our security measures, our ability to expand, retain and motivate our employees and manage our growth, and our plans for new product releases. Further information on potential factors that could affect our financial results is included in our registration statement on Form S-1 and in other filings with the Securities and Exchange Commission. The forward-looking statements in this release speak only as of the date they are made. We undertake no obligation to revise or update publicly any forward-looking statement for any reason.
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