RightNow CRM Helps ResortCom Triple Its Profitability by Streamlining Front- and Back-Office Processes (email this article)

BOZEMAN, Mont., Dec. 19 /PRNewswire-FirstCall/ -- RightNow® Technologies (Company Profile, Past Stories, Case Studies) (Nasdaq: RNOW - News) today announced vacation property services leader ResortCom International has implemented RightNow CRM(TM) to automate and streamline both front- and back-office business processes -- creating a largely paperless work environment that has helped the company triple its profitability, provide superior customer care, and maximize yield for its clients.

ResortCom provides a full range of services for owners and developers of vacation properties in the U.S., Mexico and Central America. These services include providing quality, turnkey customer care for unit owners, timeshare program participants, and more than one million guests each year. RightNow helps ResortCom to respond to these customers' needs quickly, efficiently, and consistently across all communication channels. ResortCom can also use the insights these interactions provide into both individual customers and the market as a whole to pinpoint and capitalize on incremental revenue opportunities for its owner/developer clients.

ResortCom has taken its RightNow implementation a step beyond the typical front-office CRM deployment by extending RightNow's workflow automation functions to back-office operations such as billing and lease management. By doing so, it has brought greater speed, simplicity and accountability to a wide range of end-to-end business processes -- such as the resolution of disputed account charges.

ResortCom has also facilitated its move towards a fully paperless environment by scanning key documents and receiving faxes electronically. This allows the company to replace the physical movement of paper across the organization with the faster and more reliable attachment of electronic files to RightNow workflows.

"One of the keys to optimizing any organization's efficiency is to cut down on the amount of 'noise' everyone has to deal with on a daily basis," Alex Marxer, ResortCom's VP of financial services, said. "Before we were using email and paper to manage our processes, filling everyone's crowded inboxes while giving us very limited visibility into whether things got done. With RightNow, we've been able to reduce that noise to a minimum while speeding up our internal processes and making them much more auditable."

Because it brings such differentiated capabilities to ResortCom's marketing, customer care, and back-office processes, the company now features its RightNow-based systems in its sales presentations to new prospects.

"ResortCom's RightNow deployment clearly proves that well-conceived implementations of the right CRM technology can deliver significant competitive advantages," Peter Dunning, RightNow's president of field operations, said. "By taking full advantage of RightNow's flexible workflow and knowledge management tools, ResortCom is reaping tangible benefits across a value chain that includes itself, its clients, and its clients' customers."

About ResortCom

ResortCom International provides comprehensive services to the vacation ownership and resort industry, enabling property developers to maximize profitability, customer satisfaction, and overall business performance. Those services include financial management, onsite hotel operations and reservations, club and loyalty program management, and cross-sell/up-sell programs. The company is based in San Diego and has a dominant share of the Mexican resort market.

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/.

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