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RightNow Technologies, Inc. Release date: September 21, 2007
RightNow Clients Shaklee and TomTom Also Named Finalists for Gartner CRM Excellence Award
BOZEMAN, Mont., Sept. 21 / -- RightNow® Technologies congratulates two of its premier clients, Electronic Arts (EA) and Shaklee Corporation, who were at this week's Gartner CRM Summit. Both EA and Shaklee were selected as two of only three finalists for the Gartner North American 2007 CRM Excellence Award, with EA earning top honors. Earlier this year, another RightNow client, TomTom, was selected as a finalist at Gartner's EMEA CRM Summit.
The Gartner CRM Excellence Award recognizes companies that deliver a dramatically improved customer experience, while powering growth in revenue and customer base. "We are extremely proud of RightNow clients, EA, Shaklee Corporation and TomTom for earning such significant recognition from Gartner," said Greg Gianforte, CEO and founder of RightNow Technologies. "Our sole purpose at RightNow is to help our clients better serve their customers. Having three RightNow clients receive such prestigious recognition in a single year demonstrates that our products are truly helping organizations improve the customer experience."
Electronic Arts: Gartner CRM Excellence Award Winner
As the world's leading independent producer of electronic games, EA has some significant customer service challenges. Millions of customers all over the world play EA's games and have questions about everything from game rules to sound card configurations. They may phone the company to ask questions, or seek answers online. And, as the online gaming market expands, the number and complexity of questions they're asking is growing exponentially.
Using RightNow, EA's customer service organization has been able to support the company's continued growth and global market dominance -- while reducing support costs. In fact, over the past two years EA has successfully handled both a 60 percent increase in incident volume and a 20 percent budget cut-while still delivering the first-class support that the company is known for.
"RightNow's technology and people have contributed greatly to EA's ongoing success, especially as our business continues to grow and change," said Boyd Beasley, EA's senior director of customer support. "EA has been working with RightNow for seven years, and RightNow has always been an extremely supportive and responsive partner we depend on. Without RightNow, we could not have received the Gartner award."
Shaklee: Gartner CRM Excellence Award Finalist
Over the course of 50 years, Shaklee Corporation grew into the largest natural nutrition company in the United States by offering the highest quality natural nutrition and personal care products and environmentally-friendly household products. But increasing competition and the rise of the Internet posed a challenge to the company's brand dominance. While working with RightNow, Shaklee has successfully revived its brand, seen double-digit sales growth and solidified its market leadership. As a Gartner CRM Excellence Award finalist, Shaklee sets an impeccable example for putting customers first and using CRM technology to deliver better customer experiences.
With RightNow, Shaklee has been able to make it easy for its more than 750,000 members and distributors to get the information they need from the company website; manage email and phone communications with its contact center and continually improve responsiveness across all communication channels. In addition, the company has maintained full visibility of the types of questions that are coming into the company via phone, email and the web-so they can take appropriate action. Using RightNow Shaklee has also been able to improve its outbound communications and measure campaign effectiveness.
"With the help of RightNow, Shaklee conducted the single most successful product launch in the company's history," said Peter Neels, vice president of customer service at Shaklee. "RightNow has a lot to offer organizations that understand the importance of maintaining strong customer relationships in highly competitive markets, where customer loyalty is earned one interaction at a time. For example, Oprah Winfrey featured Shaklee products on her April 2007 Earth Day show, and the volume of traffic on our website skyrocketed. In a single day we had 30 percent of the traffic we typically see in an entire year. With RightNow, we were able to handle the spike and still deliver excellent service."
TomTom: Gartner CRM Excellence Award Finalist
TomTom, a leading manufacturer of personal navigation devices, believes that the company cannot manage its customers; instead TomTom must listen to them; develop a deep understanding of their needs; and deliver products, services and process based on their requirements. It is this commitment to the customer that earned TomTom accolades at Gartner's EMEA CRM Summit earlier this year.
Using RightNow, TomTom is able to empower its customer service representatives, the primary point of contact for customers, with the critical information needed to deliver exceptional service. TomTom also has its service team listen closely to customers to collect, analyze and disseminate the customer feedback that drives product and process decisions throughout the company.
By using RightNow solutions, TomTom has been able to support a 5000 percent increase in customer inquires with only 800 percent growth in service infrastructure while still maintaining a 78 percent customer satisfaction rate.
About RightNow Technologies
RightNow delivers the high-impact technology solutions and services organizations need to cost-efficiently deliver a consistently superior customer experience across their frontline service, sales and marketing touch-points. Approximately 1,800 corporations and government agencies worldwide depend on RightNow to achieve their strategic objectives and better meet the needs of those they serve. RightNow is headquartered in Bozeman, Montana. For more information, please visit http://www.rightnow.com/.
Source: RightNow Technologies
CONTACT: Katie O'Connell of RightNow Technologies, +1-925-674-1487, cell, +1-510-304-3707, koconnell@rightnow.com
Web site: http://www.rightnow.com/ http://www.shaklee.net/
Company Information:
Name: RightNow Technologies, Inc.
Address: 40 Enterprise Blvd. P.O. Box 9300
City: Bozeman,
State: MT
ZIP: 59718-9300
Country: USA
Phone: 406-522-4200
http://www.rightnow.com
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