RightNow Delivers On Demand CRM Solution For Telecommunication Companies

Published on June 19, 2007 in Computer Software, Technology


RightNow Helps 175 Telecoms Around the World Deliver Excellent Customer Experiences, Reduce Customer Churn and Control Costs

Bozeman, Mont (June 19, 2007) – RightNow┬« Technologies (NASDAQ: RNOW) today announced the availability of RightNow Telecom, a new offering that combines its on demand customer relationship management (CRM) solution with its extensive experience working with leading telecoms such as Alltel, British Telecom, Crane Telecommunications, KPN Mobile, Pipex Communications, Rave Wireless, TDS Telecom, Telefonica, Time Warner Cable, Tiscali, T-Mobile Austria, Versatel and Vodafone in Czechoslovakia, Australia, New Zealand and The Netherlands.

Available in 21 languages and dialects, the new RightNow offering is based on the company’s enterprise-class, on demand solution for service, sales and marketing. RightNow Telecom includes industry best practices that can help telecoms decrease customer churn and reduce costs. It is available under RightNow’s software-as-a-service delivery model, which allows organizations to implement quickly, without having to make extensive investments in infrastructure.

On average, 25 percent of customers are at risk of leaving their telecom service provider due to a bad customer experience or a competitor’s lower priced offering. (1)At the same time, 55 percent of telecom customers contact their service provider each year(2), giving telecom providers ample opportunity to either bolster customers’ loyalty or push them to a competitor. “An exceptional customer experience can be the single most powerful way for a telecom to set itself apart from competitors,” said Greg Gianforte, CEO of RightNow. “Our solution, based on what we’ve learned from 175 telecom clients, can help companies deliver outstanding customer experiences, which can increase loyalty and simultaneously drive down costs.”

“To gain and retain customer loyalty, we need to create an ongoing positive experience for our customers,” said Herbert Schandl, executive vice president customer care, T-Mobile Austria. “With RightNow we are able to provide excellent experiences for our customers online, where they are able to help themselves. In a tight-margin industry, we believe customer experiences can help us effectively compete and make a difference for our customers.”

RightNow Telecom helps companies enhance the customer experience by immediately delivering relevant, accurate information to contact center agents working with customers. RightNow Telecom also helps lower operating costs by giving customers the opportunities and resources to self-serve, which reduces the number of inbound phone calls and emails.

TDS Telecommunications Corp. (TDS Telecom), a leading provider of voice, Internet and entertainment services in 28 states, uses RightNow to cost-effectively provide superior experiences to its customers. “Our emphasis is on making the customer’s experience as satisfying as possible and fully delivering on their expectations. It’s what sets TDS apart from the competition,” said Aaron Hendrickson, an analyst with TDS Telecom.

Also with RightNow Telecom, companies can effectively manage and support subscriber growth and a rapidly expanding, often complex portfolio of offerings, such as games, music and video. According to a JuptierResearch report sponsored by RightNow, as product and portfolio complexity grows, so will new service requirements and expectations. With RightNow Telecom, organizations can roll out new products and services quickly and with confidence, knowing that both current and new customers will have all the information they need to research, understand, purchase and use new offerings.

RightNow Telecom is available immediately. To learn more about RightNow Telecom, join the June 26 Webcast, “Emerging Trends in the Telecom Customer Experience” RightNow Telecom .

(1) July-September, 2006, Customer Respect Group

(2) January 25, 2007, J.D. Power and Associates Reports: Wireless Provider Performance Declines Significantly When Customer Care Issues Are Handled by a Computerized Response System

Source: RightNow

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