RightNow Technologies (Company
Profile, Past
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Studies), the world’s leading provider of hosted customer service and support solutions, today announced global marine electronics industry leader AIRMAR
Technology is implementing RightNow’s solutions to optimize the quality and efficiency of its end-user technical support services. Key factors in AIRMAR
Technology’s purchase decision were the field-proven effectiveness of RightNow’s customer service and support solutions and its hosted delivery model, which will allow
AIRMAR Technology to gain the full business benefits of RightNow’s solutions without the costs and workloads associated with deploying and managing applications
internally.
“RightNow offers us a tangible ROI by rapidly improving the business value of our site and helping us better serve our global customer base,” Peter Braffitt, AIRMAR
Technology’s business development manager, said. “We have also seen how well it works for our business partners in the industry, which made our purchasing
decision that much easier.”
AIRMAR Technology designs, manufactures, and sells ultrasonic transducers and other electronic components for use in the marine industry. While the company
markets its products exclusively through OEM partners, those partners’ end-user customers often turn to AIRMAR Technology for support. This has resulted in a
steadily increasing volume of requests for technical assistance, many of which arrive via email. AIRMAR Technology will implement RightNow’s Web self-
service—powered by a patented, self-learning knowledge base—solution to make it easy for end-users to find answers to their questions on AIRMAR Technology’s Web
site, thereby reducing the volume of incoming email inquiries. The company will also use RightNow’s email management solution to handle the remaining volume of
email inquiries with improved efficiency and higher quality of service. Additionally, RightNow’s newly enhanced site search solution eliminated the need for AIRMAR
Technology to acquire a separate search tool, which the company had been considering before evaluating RightNow.
“RightNow’s expanding presence in the marine products industry echoes similarly rapid adoption in many other industries,” Sean Forbes, vice president of Marketing and
Business Development at RightNow, said. “When potential buyers see the tremendous positive impact RightNow has had on the business performance of their
peers—and when they realize how serious RightNow is about taking the risk out of making a technology investment—they quickly become customers themselves.”
About AIRMAR Technology
Based in Milford, New Hampshire, Airmar Technology Corporation (www.airmar.com) is recognized worldwide as the industry leader in marine ultrasonic transducers and
industrial sensors. Founded in 1982, the core business of piezoceramic transducers for depth and fishfinding has evolved into a product line of over 1,000 sensors for
industrial and marine markets.
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/.
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