RightNow Customer Colorado Department of Revenue Wins Nucleus Research Award with 8,732% ROI

Published on June 27, 2008 in Computer Software, Technology


Fifth Consecutive RightNow Customer Win

Bozeman, Mont (June 27, 2008) – The Colorado Department of Revenue (Colorado DOR) has won Nucleus Research’s 2008 Technology ROI Award for realizing a return of 8,732 percent on its investment in RightNow’s on demand customer relationship management (CRM) solution. The award honors companies whose deployment of IT solutions has produced a positive, bottom-line financial ROI. RightNow customers that have previously won the award are Nikon (3,431 percent ROI), Audiovox (1,989 percent ROI), Remington Arms (1,989 percent ROI), and nanoCom (978 percent ROI).

Using RightNow, Colorado DOR consistently provides accurate and timely responses to taxpayer questions via the telephone, email and the web. The department’s web site now averages more than one million hits each year, and 90 percent of site visitors are able to quickly find answers to questions online, without having to contact the department. As a result, call center and e-mail volumes have been reduced by 45 percent, saving the department more than $5 million.

“RightNow is an integral component of our overall strategy to better serve constituents and reduce our operational costs by leveraging the web,” said Ro Silva, public information and education manager at the Colorado DOR Taxpayer Service Division. “The efficiencies we’ve achieved with RightNow’s help have been particularly critical in enabling us to cope with the onslaught of questions we get during our peak season.”

Previous Technology ROI award winners have experienced similar positive results utilizing RightNow:

* Nikon, a world leader in camera and digital imaging equipment, optimized the operational efficiency of its multi-channel contact centers using RightNow. Nikon reduced average response time to customer emails to 5 hours, while consistently scoring over 95 percent in customer satisfaction surveys. Nikon uses RightNow worldwide in19 languages and 50 countries.
* Consumer electronics leader, Audiovox, realized savings of more than $2.7 million by deploying a RightNow-based web self-service channel, which significantly reduced phone and email volume.
* Remington Arms, manufacturer of firearms and ammunition products, saved $1.6 million using RightNow. The company is now able to automatically answer 95 percent of web site visitor questions through web self-service features, which reduced call center volume by 30 percent, email volume by 50 percent, and call abandonment rates by more than 70 percent.
* nanoCom, provider of cross-platform video chat and conferencing software, was able to reduce email and phone volume, while increasing agent productivity and the quality of customer service by using RightNow.

“Nucleus Research’s recognition of RightNow’s value proposition is a validation of both our technology and business strategy,” said Jason Mittelstaedt, RightNow’s chief marketing officer. “We continue to lead the on demand CRM market by focusing on helping clients deliver a better experience to customers, while simultaneously reducing operating costs.”

Source: RightNow

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