Nikon and RightNow Win 2006 ROI Leadership Award from Baseline Magazine

Published on November 8, 2006 in Computer Software, Technology

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Fourth Consecutive Year RightNow Customer Receives Top Honor

Bozeman, Mont (November 08, 2006) – Nikon Corporation, a world leader in camera and digital imaging equipment, won the 2006 ROI Leadership grand prize award from Ziff Davis Media’s Baseline magazine. This is the fourth year in a row that a RightNow┬« Technologies (NASDAQ: RNOW) customer has been honored with an ROI Leadership Award.

Using RightNow Service, the industry-leading on demand solution for optimizing the quality of the customer experience and the operational efficiency of multi-channel contact centers, Nikon achieved a three-year return-on-investment (ROI) of 3,203% percent. The company initially implemented RightNow Service in the U.S. and later expanded use throughout Europe and Asia. Nikon now runs RightNow Service in 19 languages worldwide.

“These types of results don’t happen by accident,” John McCormick, editor-in-chief of Baseline, said. “It takes vision, planning and dedication to successfully deploy critical information systems. But, as this project clearly demonstrates, when implemented right, information systems can have a big impact on a company’s bottom line.”

With RightNow Service, Nikon customer service agents have real-time access to current records on all customers who contact Nikon support, regardless of how they contact the company – via phone, e-mail or the web. This information helps them to more quickly assist customers and optimize the quality of each interaction. The company also established an online, self-service knowledge base, which customers can access 24 hours a day. By taking advantage of these RightNow features, the company was able to greatly increase the efficiency of call center agents, while improving the level of service provided to customers.

“RightNow understands our philosophy that exceptional customer experiences are essential for our success,” said David Dentry. “We value our customers and RightNow has made it possible to provide them with positive Nikon interactions, while at the same time lowering our operating costs. This type of ROI is amazing and we are proud to have worked with RightNow to achieve it.”

To learn more about Nikon and Baseline Magazine’s ROI Leadership Award please visit: Baseline ROI Leadership Award. These results of the survey were independently confirmed by The Hackett Group, a business and technology research and consulting firm based in Atlanta.

Source: RightNow

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