Intermec Taps RightNow for Global Multi-Channel Service and Realizes a 20 Percent Phone Call Reduction(email this article)

RightNow Technologies (Company Profile, Past Stories, Case Studies), the world¡¦s leading provider of hosted customer service and support solutions, today announced global supply-chain solutions provider Intermec is using RightNow as both its worldwide knowledge capture-and-distribution platform and its primary delivery system for worldwide technical support for the United States, Europe, and Asia-Pacific.  This deployment has substantially improved the quality and efficiency of a wide range of internal and customer-facing business processes. The company has displaced eight databases worldwide with RightNow, and has realized a 20 percent phone call reduction.
     
Intermec originally acquired RightNow to enhance its customer service operations with a dynamic technical knowledge base that could be readily accessed via the Web by customers and also by customer service representatives answering customers¡¦ emails and phone calls.  Based on the rapid and significant success of that initial implementation, Intermec has expanded its use of RightNow¡¦s acclaimed knowledge management technology to capture technical knowledge worldwide anywhere in the organization and to deliver it to employees, customers, and business partners, as needed.

RightNow¡¦s role in Intermec¡¦s customer service operation has also been broadly expanded.  In addition to serving as the knowledge base for technical support delivered via Web, email, and phone, RightNow further serves as Intermec¡¦s incident management system for call center and email communications.  With a common view of all interactions with the customer, Intermec is able to resolve problems faster and more efficiently.

By providing its personnel around the world with complete technical and customer information at their fingertips, RightNow has radically enhanced Intermec¡¦s ability to support its multi-national clientele with consistent, accurate answers.

¡§What we¡¦ve done with RightNow is beyond anything I would have ever imagined when I first looked at it,¡¨ Ron Norton, director of global support services at Intermec, said.  ¡§The impact of this technology on Intermec is so pervasive that it transcends any ROI calculation we would try to make„owhich would certainly be many, many times what we paid for it.  RightNow is a strategic platform for supporting our world-class brand with world-class customer service.¡¨

RightNow also makes it easier for Intermec to keep extending the breadth of its products and services.  ¡§Technical competency is one of the primary hindering factors in broadening your technology portfolio,¡¨ Norton said.  ¡§RightNow allows us to achieve and maintain greater competency for a wider range of products.¡¨      

RightNow¡¦s fully Web-based hosting model greatly facilitated deployment across all of Intermec¡¦s locations, since many of its smaller offices have minimal on-site IT staff resources.  With RightNow, personnel in those offices are simply granted access to the system from their desktop browsers.

¡§Intermec demonstrates the tremendous business benefits of RightNow¡¦s hosting model,¡¨ Sean Forbes, global vice president of marketing and business development at RightNow, said.  ¡§We have been able to provide Intermec with an extremely powerful and practical solution for knowledge management and customer service on a global scale without requiring them to spend a dime on the acquisition, deployment or management of IT infrastructure.  The result has been rapid time-to-benefit multi-channel customer service solution, tremendous ROI, and the ability to extend and scale their system at will.¡¨

About Intermec
Intermec develops, manufactures and integrates wired and wireless automated data collection, radio frequency identification (RFId) and mobile computing systems for companies worldwide.  Intermec, together with its network of leading technology partners, provides complete solutions to meet its customers¡¦ supply- chain information requirements from concept to completion.  Intermec serves thousands of companies worldwide, including 75 percent of the Fortune 500.

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., 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/.