RightNow Technologies (Company
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Studies), the world’s leading provider of hosted customer service and support solutions, today announced Conklin Company Inc. has selected RightNow to create a company-wide online knowledge base to capture and share information about more than 130 products across six major divisions. By doing so, Conklin will be able to offer its customers a convenient 24/7 online resource for getting answers to their questions about all of the company’s products. Conklin is also piloting RightNow Outbound™, a permission-based email solution for proactively addressing service-and-support issues and marketing communication opportunities.
Conklin’s call center staff will also use the knowledge base to give customers accurate, consistent answers on the phone, increasing first-call resolution and eliminating the need to refer questions to subject-matter experts.
Conklin’s major divisions span Agronomics, Animal Products, Building Products, Consumer Products, Family Care, and Lubrication and Vehicle Products. Conklin staff will now have the ability to respond quickly and easily to a broad range of questions concerning the diverse program and products offered by the company. Information will be accessible to the general public and Independent Business Owners. Conklin will use RightNow to capture and maintain this institutional knowledge in a common knowledge base, which can then be easily searched by both customer service staff and customers.
Conklin selected RightNow after evaluating alternative technologies from Cisco Systems, KANA, Microsoft Corp. and others. RightNow was selected because of its functionality, flexible integration capabilities and hosted delivery model, which eliminates the information technology infrastructure cost and workload associated with in-house software deployments.
“RightNow enables us to provide a very powerful technology solution to our customers, contact center staff and Independent Business Owners, without having to create an ROI-eroding workload for our IT department,” Michael Komomua, Director of Customer Service at Conklin, said. “We are very excited about the impact RightNow will have on the quality of our customer service and the operational efficiency of our company.” v
“Fully capturing and leveraging institutional knowledge is critical to diversified companies like Conklin,” Sean Forbes, vice president of Marketing and Business Development at RightNow, said. “RightNow addresses this long-standing business challenge by making it easy to capture the knowledge in the heads of subject-matter experts and make that knowledge easily accessible to whoever needs it.”
About Conklin Company
Founded in 1969, Conkin, which is based in Shakopee, Minnesota, - supports over 20,000 independent business owners nationwide with a wide range of quality products. All of its products have either been developed within the company or brought to Conklin with strict quality controls. By operating under a strict code of ethics and standing behind its proven products, Conklin has established a loyal customer base in all of its markets.
About RightNow Technologies
RightNow Technologies is the leading customer service and support solutions company that radically and rapidly improves the effectiveness of service and support operations with easy-to-implement/easy-to-use technology, replicable best practices drawn from the industry’s broadest base of successful implementations and engagement terms that create accountability for delivering quantifiable results.
RightNow has delivered these benefits to more than 1,000 customers worldwide such as: Air New Zealand, Ben & Jerry’s, Briggs and Stratton, British Airways, Cisco, Dolby Laboratories, Inc., Electronic Arts, Pioneer, Raymarine, Remington, Sanyo, Specialized Bicycles and more than 150 public sector clients including the Social Security Administration and the State of Florida.
Founded in 1997, RightNow has offices in Bozeman, Dallas, San Mateo, New Jersey, London and Sydney, with an associated office in Tokyo. RightNows products are available in 17 languages worldwide. For further information visit http://www.rightnow.com/.
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