RightNow Technologies (Company
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Studies), the world’s leading provider of hosted customer service and support solutions, today announced leading medical transcription services innovator
Transcend Services is using RightNow’s solution to ensure its ability to sustain fast, profitable business growth. By using RightNow, Transcend has been able to
increase its remote workforce from 20 to 300 without having to hire additional help desk staff.
Instead of picking up tape recordings from medical offices and physically distributing them to transcribers as conventional services do, Transcend allows doctors to make
digital recording over the phone—which are then distributed over a secure network to home-based Transcend employees around the country. Transcriptions can then
be immediately delivered back to the customer via a secure Internet connection.
Because most of these employees are accustomed to working in a conventional manner rather than a digital one, Transcend has to provide substantial technical support to
ensure their ongoing productivity. With the RightNow solution, transcribers can obtain answers to almost all their questions through the Web any time of the day or
night.
“By eliminating any interruptions in the end-to-end transcription process from customer recording to transcript delivery, Transcend has achieved competitive superiority in
terms of both speed and efficiency,” Scott Robertson, Transcend’s IT manager, said. “RightNow enables us to sustain those advantages by allowing us to answer
transcribers’ questions 24 hours a day, seven days a week, regardless of how large our workforce grows.”
The RightNow knowledge base also insulates Transcend from the potential adverse business impact of any turnover in its help desk staff, since new help desk employees
can use the knowledge base to quickly get up to speed on the company’s technology and procedures.
RightNow’s award-winning, patented technology ensures the completeness of Transcend’s knowledge base by allowing the company to continually add and refine knowledge
base content based on the actual questions its employees ask. RightNow also makes it easy for employees to pinpoint the specific answer they need through
advanced keyword search, natural language query and content-ranking techniques. In addition, it provides complete incident management features to ensure that
employees’ questions are handled quickly and efficiently.
“Many companies have adapted RightNow to meet their critical internal support requirements,” Sean Forbes, vice president of marketing and business development at
RightNow, said. “The fact that Transcend’s employees are geographically dispersed and are increasing so quickly only makes the case for using RightNow as its help desk
platform all the more compelling.”
About Transcend Services
Headquartered in Atlanta, Ga., Transcend is a pre-eminent provider of medical transcription services to health systems, hospitals, clinics and physician practices. We invest
in the best people, technologies and processes to make transcription fast, reliable, accurate and secure.
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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