RightNow® Technologies (Company
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Studies) (Nasdaq: RNOW), a leading provider of on demand CRM software solutions, today announced Continental Tire North America, Inc. (CTNA) has realized an almost 500 percent annual return-on-investment and annualized savings of over $200,000 since it has implemented RightNow Service™ in its Customer Service Center.
CTNA’s savings result from two primary factors:
*First, by handling tens of thousands of inquiries online each year, CTNA realized call volume reductions of roughly 40 percent and email inquiry reductions of approximately 90 percent.
*Second, RightNow enabled CTNA to create a “blended” contact center where agents can handle both phone and email inquiries and can view customer contact histories across all channels from a single console. This has increased agent efficiency and improved service quality.
RightNow also provides CTNA with full visibility into both individual customers’ service histories and overall trends in customer service activity across all channels.
“Today’s customer wants to use a combination of the web, email and phone to conduct business with us,” Karen Duncan, consumer relations supervisor at CTNA, said. “Plus, by leveraging RightNow’s multi-channel platform we’re able to generate a wide range of reports about service activities and pass them immediately on to other departments within Continental Tire to increase awareness throughout the entire organization.”
Duncan said the improvements CTNA has gained as a result of its RightNow deployment have also strengthened their reputation and brand, and makes them a more attractive business partner. CTNA has also been able to operate more efficiently in its Service Center.
RightNow provides RightNow Service to CTNA as a hosted service, eliminating the capital and lifecycle costs associated with internal enterprise software implementations.
“Great customer service has a ripple effect that helps organizations acquire more business, differentiate themselves from competitors, and significantly strengthen the overall brand image,” Sean Forbes, vice president of Marketing and Business Development at RightNow, said. “And, by leveraging RightNow’s on demand model, CTNA was able to experience the business benefits our software promised without a large cash outlay.”
CTNA’s RightNow-based online customer service center can be viewed at http://continentaltire.custhelp.com/cgi-bin/continentaltire.cfg/php/enduser/std_alp.php.
About CTNA
Continental Tire North America, Inc. (www.continentaltire.com), based in Charlotte, North Carolina, is a group company of Germany-based Continental AG, a leading systems supplier to the automotive industry. Continental Tire North America, Inc. has almost 7,000 employees and operates six plants in North America. It is a major supplier to the original equipment and replacement tire markets, selling Continental, General, Euzkadi and private brands in North America.
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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