RightNow® Technologies (Company
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Studies) (Nasdaq: RNOW), a leading provider of on demand CRM software solutions, today announced Big Brothers Big Sisters is using RightNow Service™ to support the nationwide rollout of its new core Agency Information Management (AIM) system. By deploying RightNow’s customer service solution as an internal help desk, the agency has been able to effectively track issues during the development process—while it also ensures its 5,000 end-users get effective technical support via phone, email and web self-service.
The AIM system is designed to replace the patchwork of computerized and manual systems used by its 462 affiliated offices across the country to manage casework and resources. By streamlining and standardizing on a common system, the agency will be able to improve its services, optimize efficiency and better ensure the safety of the children in its care.
RightNow proved its value to Big Brothers Big Sisters even before the full production rollout of the system. Its incident-tracking functions were ideal for keeping the developers accountable for bugs and other problems, while it helped gather feedback from end-users about suggested enhancements.
As an on demand software solution, RightNow offers an ideal architecture for the nonprofit’s nationwide help desk. Rather than having to build its own intranet, Big Brothers Big Sisters can simply leverage RightNow’s own hosting facilities to provide users across the country with online access to the system. This allows the agency to enjoy the benefits of RightNow’s advanced technology without the ownership costs associated with internally deployed software.
“While many companies use RightNow to optimize the quality and efficiency of their outward-facing customer service communications, we’ve found it to be an extremely effective and easy-to-own IT help desk solution,” Sam Steinig, associate director of information technology at Big Brothers Big Sisters, said. “It’s been very useful in managing both our relationship with our contract developers and with our end-users around the country.”
Many other organizations are also leveraging RightNow’s on demand technology as an internal IT help desk solution, including Minnesota State Colleges and Universities and First Tech Credit Union.
“Efficient, high-quality service needs to be the same whether you’re supporting external customers or end-users within your organization,” Sean Forbes, vice president of marketing and business development at RightNow, said. “By enabling customer service best practices across all communication channels, RightNow’s technology has proven itself adaptable to virtually any business challenge that involves answering customers’ questions and/or tracking problems.”
About Big Brothers Big Sisters
Big Brother Big Sisters, founded in 1904, is the oldest and largest youth mentoring organization in the United States. In 2003, the organization served more than 220,000 youths, ages six through 18, in 5,000 communities across the country in one-to-one relationships. In 2003, Forbes placed Big Brothers Big Sisters on its Gold-Star list of the top 10 charities for its excellence in efficiency and effectiveness. The national headquarters is located in Philadelphia, PA. For additional information visit www.bigbrothersbigsisters.org.
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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