RightNow Enables GameFly to Optimize Customer Retention With Effective, Efficient Multi-Channel Service

Published on January 19, 2006 in Computer & Electronics, Computer Software, Internet, Technology


Video Game Rental Leader Quickly Achieves Consistent, High-Quality Experience Across Phone, Email, and Web Self-Service Channels

Bozeman, Mont (January 19, 2006) –

RightNow┬« Technologies (NASDAQ: RNOW) today announced that GameFly, a leader in online video game rentals, optimized its customer experience and created an efficient multi-channel contact center using RightNow Service’. As a result, the company has been able to keep contact center costs under control while supporting rapid business growth.

GameFly is using RightNow to provide customers with a high-quality service experience via phone, email and web self-service. RightNow provides the complete knowledge base management, rules-based incident workflow, and reporting functions GameFly needs to provide customers with fast, clear and consistent answers across all channels. RightNow has also been integrated with GameFly’s existing account management application, so agents can quickly access customer-specific data.

GameFly implemented RightNow after evaluating offerings from several vendors. RightNow was selected for a variety of reasons, including its rich features, its intuitive design, and its flexible integration capabilities. RightNow’s on demand model was another important decision factor, since it offered simplified implementation, low capital requirements, and minimal ongoing cost-of-ownership.

In fact, implementation was so simple and straightforward that GameFly had its RightNow-powered contact center up and running in just three weeks.

“RightNow’s CRM technology helped us quickly address our primary service pain-points and then build out our contact center capabilities to support our growing business,” Terri Luke, GameFly’s vice president of business solutions, said. “Their solutions and services have played a key role in our success.”

The efficiency of GameFly’s contact center is highlighted by the fact that it has had to increase headcount at a far slower rate than that of its overall business growth.

“Growth-mode companies like GameFly need to deliver a superlative customer experience to capture market share, but don’t want to invest inordinate financial and human resources to do so,” Peter Dunning, RightNow’s president of field operations, said. “Time and again, RightNow has enabled such companies to achieve these twin goals of high quality-of-experience and minimized per-incident costs.”
About GameFly

GameFly’ is the leading online video game rental service. With a choice of more than 3,000 titles, GameFly delivers the widest selection and availability of games for the PlayStation┬« 2, Xbox’, Xbox 360′, GameCube’, Game Boy’ Advance, Nintendo DS’ and PSP’ without the hassle of due dates or late fees. With plans starting at $14.95 a month, GameFly subscribers can rent from one to three games at a time and keep them for as long as they like. Subscribers manage their GameQ’ online and receive games directly from the U.S. Postal Service via first class mail. GameFly is also a great source for high quality, used video games at exceptional prices. For more information and a free trial, please visit www.gamefly.com.

About RightNow Technologies

RightNow (NASDAQ: RNOW) 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 www.rightnow.com.

RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.

Source: RightNow

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