BOZEMAN, MONT. (December 8, 2004) – RightNow® Technologies (Company
Profile, Past
Stories, Case
Studies) (NASDAQ: RNOW), a leading provider of on demand CRM software solutions, today announced BT Retail has awarded them a six-figure deal to provide online customer service to BT Business, BT Broadband, BT Yahoo! Internet and BT Communicator customers.
150 call center agents will use the system to provide fast, accurate and consistent information to customers. Customers also have access to BT’s online help services, and in August over 750,000 customer sessions were recorded. A session is created when a customer accesses a help site, views service and support information, and then exits.
Initial results show that customer satisfaction has doubled, call volume has reduced significantly and 99% of online customers are able to find answers to their questions. A further benefit, crucial to the fast-paced ISP space, is that additional information to support new business lines can be created and launched quickly. First to prove the benefits was BT Business with a full pilot that went live within six weeks of project sign-off.
The deal is part of BT Retail’s continuing commitment to improving customer service and will provide web-based help and support across a range of products and services. To date, BT Yahoo! Internet is BT’s biggest RightNow Service™ deployment serving over 1.5 million customers. Customer Service agents at call centers will use RightNow to ensure customers receive consistent, knowledgeable information.
In the fast-paced ISP market, RightNow enables BT to respond instantly to changing market conditions. If a new product or service is launched, supporting information can easily be added or updated in the knowledge base. Likewise, mission critical information such as virus alerts can be anchored at the top of the answers page – minimizing clicks-to-resolution ratios further boosting customer satisfaction.
“As BT rolls-out innovative new services to business and consumer markets, it is critical that these are underpinned with excellent customer service strategies,” said Jo Baxter, general manager BT Openworld online services. “We operate in a high-pressure industry, where products and services must have a short-time-to-market while satisfying highly demanding customers who can choose from a number of other competitors. RightNow has become a corner-stone solution to help us meet these challenges, in the future many new products and services we launch will be supported by RightNow’s web-based customer service.”
“We always encourage our customers to prove the benefits and advantages of RightNow Service before committing themselves. BT is a good example of a large organization starting with a small, tactical deployment, realizing the benefits and then rolling out on a larger, strategic level,” said Sean Forbes, vice president of marketing and business development at RightNow. “BT operates in a dynamic and aggressive market place, therefore any solutions bought to support the business need to be scalable and able to grow with the business – this deployment proves RightNow does just that.”
Because RightNow Service is a multi-tenanted, multi-version solution BT is able to completely customize its deployments to reflect each business unit’s branding. Upgrades can be made on a case-by-case basis even though BT chose to host the system with RightNow. Click http://www.btbroadbandoffice.com/bbhome to visit the BT Broadband Office site, click 'Help & Support' top right to see RightNow in action.
About BT Group
BT Group plc is the holding company for an integrated group of communications businesses and is listed on stock exchanges in London and New York. British Telecommunications plc (BT) is a wholly-owned subsidiary of BT Group and encompasses virtually all businesses and assets of the BT Group.
BT is one of the world’s leading providers of communications solutions serving customers in Europe, the Americas and Asia Pacific. Its principal activities include network centric Information and Communications Technology (ICT) solutions, local, national and international telecommunications services, and higher-value broadband and internet products and services.
BT consists principally of three lines of business:
• BT Retail, providing fixed and mobile communications services and solutions to over 20 million business and residential customers in the UK. It is also a leading UK internet services provider.
• BT Wholesale, providing network services and solutions within the UK to more than 600 fixed and mobile operators and service providers including the provision of broadband, private circuits and PSTN.
• BT Global Services, providing ICT services internationally to meet the needs of multi-site organizations with European operations. BT Global Services operates in 136 countries and also offers international carrier services.
In the year ended 31 March 2004, BT Group’s turnover was £18,519 million with profit before goodwill amortization, exceptional items and taxation of £2,013 million. For more information, visit www.btplc.com
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.
Safe Harbor Statement under the Private Securities Litigation Reform Act of 1995
All statements included in this press release, other than statements or characterizations of historical fact, are forward-looking statements. These forward-looking statements are based on our current expectations, estimates and projections about our industry, management’s beliefs, and certain assumptions made by us, all of which are subject to change. Forward-looking statements can often be identified by words such as “anticipates,” “expects,” “intends,” “plans,” “predicts,” “believes,” “seeks,” “estimates,” “may,” “will,” “should,” “would,” “could,” “potential,” “continue,” “ongoing,” similar expressions, and variations or negatives of these words. These forward-looking statements are not guarantees of future results and are subject to risks, uncertainties and assumptions that could cause our actual results to differ materially and adversely from those expressed in any forward-looking statement.
The risks and uncertainties referred to above include, but are not limited to, risks associated with our business model, our ability to successfully sell our recently released marketing automation product, our past operating losses, possible fluctuations in our operating results and our rate of growth, interruptions or delays in our hosting operations, breaches of our security measures, our ability to expand, retain and motivate our employees and manage our growth, and our plans for new product releases. Further information on potential factors that could affect our financial results is included in our registration statement on Form S-1 and in other filings with the Securities and Exchange Commission. The forward-looking statements in this release speak only as of the date they are made. We undertake no obligation to revise or update publicly any forward-looking statement for any reason.
email this article