BOZEMAN, MONT. (November 30, 2004)—RightNow® Technologies (Company
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RightNow delivered these benefits by providing a common platform for managing and streamlining interaction with customers across phone, email and web channels. By doing so, RightNow’s on demand CRM technology has enabled StarCite to provide fast, efficient and personalized service to its customers regardless of how they choose to contact the company for any given issue. As a result, the company has seen its response times decrease by a full 70 percent. StarCite’s contact center productivity has increased substantially, allowing it to avoid the headcount growth that its business growth would have otherwise required.
The cross-channel visibility RightNow provides has allowed for further competitive advantages by enabling StarCite to quickly respond to any issues impacting customer satisfaction—whether those issues involve service processes or the company’s actual products and services.
“RightNow is a very powerful platform for communicating with and understanding your customers,” Mark Phillips, StarCite’s vice president of business strategy, said. “It has played a key role in helping us rapidly grow the business while optimizing both customer loyalty and operational resource-efficiency.”
RightNow’s on demand delivery model allowed StarCite to accomplish its initial implementation of RightNow Service™ in just three days. On demand hosting has also allowed StarCite to enjoy all the benefits of RightNow’s technology without requiring it to deploy and manage any additional IT infrastructure.
“On demand technology is ideal for growth-mode companies like StarCite that need to quickly scale and modify their CRM implementations in response to rapid business change,” Sean Forbes, vice president of marketing and business development at RightNow, said. “Their ability to successfully meet the service-and-support requirements of a highly demanding Fortune 500 clientele in the midst of such intensive growth is proof-positive of the value RightNow Service offers.”
About StarCite
StarCite, Inc. provides a comprehensive suite of applications and services to the $300 billion meeting and events industry. More than 400 corporate, association and third-party meeting buyers rely on StarCite’s Enterprise Meeting Solutions for workflow, procurement, supply chain management, spend analysis and attendee management. Thousands of industry suppliers rely on the StarCite Online Marketplace, Supplier Marketing Programs and Enabling Technologies to increase meeting revenues. Investors in Philadelphia-based StarCite include Internet Capital Group, Maritz Travel Company, Seaport Capital, Starwood Hotels & Resorts Worldwide, Inc. and TL Ventures.
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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