International Rectifier Builds Global 24/7 Contact Center With RightNow’s On Demand CRM Technology (email this article)

BOZEMAN, MONT. (November 29, 2004)—RightNow® Technologies (Company Profile, Past Stories, Case Studies) (NASDAQ: RNOW) today announced International Rectifier (IR) has built a highly efficient global 24/7 contact center using RightNow’s on demand CRM solutions. In addition to yielding significant improvements in both the quality and cost-efficiency of IR’s customer service operations, the deployment has also enhanced the company’s performance in sales, marketing and product development.

RightNow’s on demand CRM technology seamlessly links IR’s Technical Assistance Centers (TAC) in Los Angeles, London and Singapore, providing staff in all three locations with a common multi-channel contact center environment. This allows IR to deliver consistently high-quality support to its customers around the world across phone, email and web channels 24 hours a day using a “follow-the-sun” strategy, which eliminates the need to run multiple shifts at any of its locations.

Because IR manages all customer interactions across all communication channels in a common manner, it has gained significant visibility into their emerging concerns and issues. These insights enable the company to pinpoint new sales opportunities, develop more effectively targeted marketing campaigns and better leverage customer feedback in product development processes.

RightNow has also helped the company introduce a growing range of online services, such as web-based simulation tools that streamline design processes and expedite orders. If customers are unsure how to use these tools, they can get the answers they need via IR’s RightNow-based system while they’re still online—and continue working without interruption.

“RightNow makes it easy to quickly answer a customer’s question by phone, email or the web at any time of the day from anywhere in the world,” Diana Pinto, manager of IR’s TAC, said. “It also empowers us to assess and analyze those interactions on a global, cross-channel basis so that we can quickly respond to our customers’ needs and desires.”

RightNow’s on demand delivery model enabled IR to deploy a common CRM system across its global locations without making costly investments in network and systems infrastructure and without having to shoulder the ongoing management burdens associated with infrastructure and software ownership.

“International Rectifier’s use of data captured during customer service interactions to drive sales, marketing and product development processes offers a textbook example of Customer Lifecycle Care best practices,” Sean Forbes, vice president of marketing and business development at RightNow, said. “RightNow’s on demand CRM solutions uniquely support these best practices, empowering organizations of any size and structure to become more customer-centric—and thereby gain sustainable competitive advantage.”

About International Rectifier
International Rectifier (IR) is a world leader in power management technology with operations in 20 countries and a global customer base. The semiconductor manufacturer delivers enabling solutions to save energy and extend performance of next-generation computers, automobiles, appliances, lighting, consumer electronics, industrial automation, aircraft and satellites. The company, based in Los Angeles, has 5,800 employees worldwide.

About 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.

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

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