RightNow Technologies (Company
Profile, Past
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Studies), the world’s leading provider of hosted customer service and support solutions, today announced First Internet Bank of Indiana has successfully
used RightNow’s customer service and support solutions to deliver competitively superior service to a growing customer base while it simultaneously reduced operational
overhead. The bank reduced email volume to its contact center by 25 percent within 90 days of implementation and continues to realize efficiency gains over time.
It also uses RightNow’s live chat solution to communicate with its customers.
By using RightNow, First Internet Bank of Indiana is able to automatically provide customers with answers to their questions on a 24/7 basis via the Web—thereby reducing
call and email volume. The bank also leverages RightNow’s workflow rules and reporting functions to track and improve customer service processes.
“The improvements in service quality RightNow provides help our business by improving customer retention rates,” Nicole Lorch, vice president of marketing and technology
at First Internet Bank of Indiana, said. “The improvements in our operational efficiency help our business by allowing us to offer better rates while maintaining account
profitability.”
Before implementing RightNow, the bank’s email volume peaked at more than 10,000 messages per month. That resulted in some customers not receiving replies to
their questions for 48 or more hours or more. As a result of volume reductions, all emails receive replies within 24 hours.
First Internet uses RightNow’s chat facilities to provide Web customers using its site with real-time support. Because RightNow enables service representatives to
view customers’ chat and email histories from a common interface, the bank can provide highly personalized service via its online communications channels.
RightNow also hosts its solution for First Internet Bank of Indiana—eliminating the acquisition costs, implementation delays, and infrastructure management burdens
associated with in-house software deployments.
“Online banking is a challenging market that requires financial institutions to provide both superior customer care and highly competitive rates,” Sean Forbes, global vice
president of marketing and business development at RightNow, said. “With our uniquely efficient and technically elegant approach to customer service and support,
RightNow has enabled First Internet Bank of Indiana to fulfill both of these critical objectives.”
About First Internet Bank of Indiana
With $333 million in assets and 24,000 customers from around the country, First Internet Bank of Indiana (First IB) is the first state-chartered, FDIC-insured institution to
operate solely via the Internet. The bank’s services include interest-bearing checking accounts, regular and money market savings accounts, CDs, IRAs, credit cards and
check cards.
About RightNow Technologies
RightNow Technologies is the leading customer service and support solutions company that radically and rapidly improves the effectiveness of service and support
operations with easy-to-implement/easy-to-use technology, replicable best practices drawn from the industry's broadest base of successful implementations, and
engagement terms that create accountability for delivering quantifiable results.
RightNow has delivered these benefits to more than 1,000 customers worldwide such as: Air New Zealand, Ben & Jerry's, Briggs and Stratton, British Airways, Cisco,
Dolby Laboratories, Inc., Electronic Arts, Pioneer, Raymarine, Remington, Sanyo, Specialized Bicycles, and more than 150 public sector clients including the Social
Security Administration and the State of Florida.
Founded in 1997, RightNow has offices in Bozeman, Dallas, San Mateo, London, and Sydney, with an associated office in Tokyo. RightNow's products are available
in 17 languages worldwide. For further information visit http://www.rightnow.com/.
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