Iomega Delivers Exceptional Customer Experiences Worldwide with RightNow-Based Global Contact Center Environment

Published on May 17, 2007 in Computer Software, Technology

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Tight Integration of Front-Line Communication Channels and Back-End Systems Enables “Knowledge at the Point of Action”

Bozeman, Mont (May 17, 2007) – RightNow® Technologies (NASDAQ: RNOW), today announced that Iomega Corporation (NYSE: IOM) has leveraged RightNow’s technology to deliver a superior customer experience on a global basis across all communication channels. By doing so, the storage solutions leader is optimizing customer retention, strengthening its premium brand identity and establishing a critical competitive advantage in a competitive marketplace. Iomega is also reducing operational costs by more efficiently addressing its customers’ service-and-support requirements.

RightNow is enabling Iomega to achieve all these benefits by delivering “knowledge at the point of action” in 11 languages to customers, dealers and Iomega staff via phone, email, chat and web self-service. This knowledge includes all essential data from Iomega’s key back-end systems-including the company’s customer database, return merchandise authorization (RMA) system, product database, product catalog, warranty management application, and credit card authorization system-as well as a wealth of accurate, up-to-date information that is maintained using RightNow’s own acclaimed knowledge base management technology.

By making all of this knowledge instantly available wherever and whenever it is needed anywhere in the world at any communication “touchpoint,” RightNow enables Iomega to quickly and cost-efficiently respond to its customers’ needs and provide a highly personalized service experience.

“RightNow rapidly enabled us to meet our ambitious goals for both our customers’ quality-of-experience and the efficiency of our support processes,” Mike Nikzad, Iomega’s vice president of operations and customer satisfaction, said. “It has proven to be the optimal solution for our very challenging business objectives.”

RightNow’s fully web-based on demand delivery model facilitates distribution of knowledge and application functionality to Iomega facilities and partners around the world-without requiring the company to build and manage costly wide area network (WAN) infrastructure. RightNow’s SmartHosting’ architecture also enables Iomega’s customer relations team to easily administer its multi-channel, multi-language worldwide contact center environment without assistance from IT.

Iomega received support in its implementation and integration work by RightNow Professional Services, which completed the full scope of its engagement on time and within budget.

“To effectively address the customer experience challenges of a global market leader like Iomega, you have to bring tremendous depth of expertise and skills to the table-in addition to providing world-class technology that’s well aligned with their business requirements,” Peter Dunning, president of field operations at RightNow, said. “RightNow is the only on demand vendor currently capable of providing this unique combination of world-class customer experience management technology and world-class professional services.”
About Iomega

Iomega Corporation provides easy-to-use, high value storage solutions to help people protect, secure, capture and share their valuable digital information. Iomega’s award-winning storage products include the Iomega® REV® 35GB drive, available in several computer interface models, as well as two automation solutions: the rack mount REV 1000 Autoloader and the new desktop form factor REV Loader 280; Zip® 100MB, 250MB and 750MB drives; high-performance Iomega external hard drives and HDD solutions such as the Iomega StorCenter’ Network Hard Drive, available in multiple capacity sizes, including a new 1TB wireless model; Iomega Mini USB Flash drives, Micro Mini’ USB Flash drives; Iomega external CD-RW drives; Iomega Super DVD drives; and Iomega floppy USB-powered drives. Iomega simplifies data protection and sharing at home and in the workplace with Iomega Automatic Backup software and HotBurn® CD-recording software. For networks, Iomega NAS servers offer capacities of 160GB to 1.6TB. For unlimited capacity and anytime, anywhere access, Iomega offers iStorage’ secure online storage for personal and professional use. Iomega also offers businesses and consumers a comprehensive data recovery services solution for recovering lost data due to hardware failure, file corruption or media damage. The Company can be reached at 1-888-4-IOMEGA (888-446-6342), or on the Web at www.iomega.com.

Iomega, Zip, REV, Active Disk, Micro Mini, iStorage and HotBurn are either registered trademarks or trademarks of Iomega Corporation in the United States and/or other countries. All other trademarks, trade names, service marks, and logos referenced herein belong to their respective companies.

Source: RightNow

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