BOZEMAN, MONT. (November 9, 2004)—RightNow® Technologies (NASDAQ: RNOW) (Company
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Studies), a leading provider of on demand CRM software solutions, today announced its solutions are helping RealtyTrac, the leading online marketplace for foreclosure properties, to sustain rapid business growth and to improve profitability. By implementing RightNow’s multi-channel contact center solutions and applying associated best practices, RealtyTrac is successfully satisfying a customer base that annually is more than doubling.
RealtyTrac’s growth occurred while it was simultaneously maximizing conversion rates without experiencing proportional increases in customer service costs. RealtyTrac is also leveraging data captured during service interactions to drive continuous, customer-centric process and performance improvements to help its site designers, salespeople and marketers do a better job.
RightNow provides RealtyTrac with a powerful, customized, integrated contact center solution for managing customer interactions across phone, email, chat and web channels. This integrated multi-channel contact center enables RealtyTrac to deliver consistently high-quality service to customers regardless of how they contact the company. It also provides RealtyTrac with deep, 360-degree visibility into customer issues—so it can respond quickly to those issues with appropriate improvements in site design, information services and/or business policies.
“Service and support interactions offer a rich source of extremely valuable information about customers and prospects,” Michael Keane, chief technology officer at RealtyTrac, said. “RightNow’s on demand technology enables us to fully leverage this information and keep our customers satisfied, without requiring us to make burdensome investments in IT infrastructure and maintenance.”
With RightNow’s robust call tracking functionality, RealtyTrac can quickly and efficiently handle the several thousand calls it receives each month. And, because RightNow is a web-based application, outside call center contractors can log incidents in the same system.
Online chat and web self-service also have been important channels for RealtyTrac, because they enable the company to quickly solve customers’ problems and avoid the session abandonment that can adversely impact conversion rates. Chat also enables RealtyTrac’s agents to handle multiple customer issues simultaneously, which increases their productivity.
With a subscription rate of $29.95 per month, it is critical for RealtyTrac to keep its per-incident support costs as low as possible without compromising service quality.
“Subscription-based business are constantly performing a balancing act between service cost and service quality,” Sean Forbes, vice president of marketing and business development at RightNow, said. “RightNow is enabling RealtyTrac to hit its cost and quality targets, while simultaneously providing customer and market insights that are strategically important to the company’s continued growth.”
About RealtyTrac
RealtyTrac is the leading online marketplace for foreclosure properties, providing all the resources that home seekers, investors and realtors need to locate, evaluate and buy real estate properties at below market value. RealtyTrac offers its subscribers the largest database of pre-foreclosure and foreclosure data with more than 500,000 properties across the country, comprehensive property data, productivity tools and extensive professional resources. RealtyTrac hosts more than 2 million monthly unique visitors, and is the exclusive foreclosure data provider to MSN House & Home, Yahoo! Real Estate and Home Gain.
RightNow Technologies, Inc.
RightNow (NASDAQ: RNOW) provides organizations with industry-leading on demand CRM solutions to build customer-focused businesses. RightNow’s acclaimed technology, comprehensive services and commitment to customer success deliver high returns on investment for its customers. More than 1,100 organizations worldwide use RightNow solutions including British Airways, British Telecom, Cisco Systems, Continental Tire North America, The Dow Chemical Company, John Deere, Nikon and the Social Security Administration. Founded in 1997, RightNow is headquartered in Bozeman, Montana, with additional offices in North America, Europe and Asia. For further information, please visit www.rightnow.com.
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