Mission Federal Credit Union Selects RightNow CRM to Better Understand and Meet Individual Members' Needs (email this article)

BOZEMAN, Mont., Nov. 14 /PRNewswire-FirstCall/ -- RightNow® Technologies (Company Profile, Past Stories, Case Studies) (Nasdaq: RNOW - News) today announced Mission Federal Credit Union has selected RightNow CRM(TM) to automate and unify its marketing, sales and service operations. By doing so, the company will be better able to both understand and meet the individual financial needs of its 131,000 existing members -- while at the same time increasing its reach into younger, more Internet-centric markets.

RightNow CRM manages and captures every customer interaction across all departments and channels in a common database; it provides marketing, sales and customer service staff with the complete historical insight they need to respond more intelligently to Mission Federal members at every touch-point. As a result, Mission's member consultants can more effectively follow up on offers made to members through marketing campaigns, and service staff can better support member relationships initiated by member consultants.

After an extensive year-long review, Mission Federal selected RightNow CRM for its broad and sophisticated functionality, the visibility it provides across departments, and its ease of use. RightNow's origins in customer service, which remain evident in the design of its full CRM suite, also made it an optimal match for Mission Federal's strong service-centric corporate culture.

"Ideally, every interaction with a credit union member should build upon all previous interactions," Caron Kogan, vice president of information management at Mission Federal, said. "RightNow provides us with a robust solution we can use to make that ideal a reality, so that we can deliver an exceptionally personalized, competitively differentiated member experience and strengthen our position as a trusted financial advisor."

RightNow CRM will also significantly enhance Mission Federal's ability to use online channels such as email and the Internet. This improved use of online channels will play a key role in the company's strategy to reach a new generation of members who prefer to interact with their financial services provider via the Internet.

Prior to implementing RightNow, Mission Federal did not have a system in place for tracking all member interactions. While its staff could readily review account-level transactions, this reporting was not sufficient for gaining a deeper understanding of member needs and preferences.

"You can't build strong relationships with your customers if the salesperson on the phone with them today has no idea about the email they sent to customer service yesterday," Peter Dunning, RightNow's president of field operations, said. "RightNow uniquely connects the entire universe of customer contacts in an intuitive, rules-driven operating environment, so organizations like Mission Federal can develop the deep customer intimacy necessary to achieve optimum customer satisfaction and retention."

About Mission Federal Credit Union
Mission Federal Credit Union is one of San Diego's premier lending and financial institutions, with more than $1.9 billion in assets and 131,000 member-owners in the San Diego community. Mission Fed provides a complete range of loan, savings and investment services. Members enjoy high dividend and low loan rates, uniquely caring and personal service, and the convenience of 23 branches countywide-including a new student-operated branch expected to open at San Ysidro High School in early 2006, an extensive no-fee ATM network, and the Mission Fed Interactive online suite of services. For more information about Mission Fed, visit www.missionfcu.org.

About RightNow Technologies
RightNow (Nasdaq: RNOW - News) 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 1,400 organizations worldwide use RightNow solutions including British Airways, British Telecom, Cisco Systems, Continental Tire North America, 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 http://www.rightnow.com/.

RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.