RightNow Honors Public Sector Leaders Ridding the World of Bad Customer Experiences

Published on December 6, 2010 in Data Management, Technology

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Inaugural Public Sector Awards of Excellence Recognizes Organizations Using Technology to Deliver Exceptional Citizen Experience and Employee Engagement

RESTON, Va. (December 06, 2010) – RightNow Technologies (Nasdaq: RNOW), a leading provider of secure cloud solutions for Federal government agencies and the Department of Defense (DoD), today announced the winners of its Public Sector Awards of Excellence program. The awards honor RightNow’s federal customers and partners who use the company’s solutions to engage citizens and employees and provide first-rate customer service.

Greg Gianforte, CEO, and Wayne Huyard, President and COO of RightNow Technologies, presented the awards on December 1 at an open house for RightNow’s new public sector offices in the Reston Town Center.

“Our award winners have gone above and beyond to provide citizens the ultimate customer experience,” said Mr. Gianforte. “We are proud to contribute our solutions and expertise to these organizations, and those individuals, who are championing efforts to make government engagement more intuitive and efficient.”

The 2010 winners are as follows:

Advancements in Citizen Experience Award: This award recognized organizational innovation by focusing on technical advancements to enhance the Citizen Experience via the web, social and contact center channels.

  • Web: Wayne Moore CIO, USDA Office of Communications
  • Social Media: Johnna Strahle, Manager, Correspondence, Navy Federal Credit Union
  • Contact Center: Janice Mosher, Information Center Director, DHS/CBP Customs & Border Protection

Impact Award: This award recognized the organization that is using RightNow software in support of a highly visible program that is, or will have, a significant impact on internal communications/processes, external engagement or both.

  • Internal Facing: Dana Watts, Customer Helpdesk Operations Lead, USDA Forest Service CIO and Greg Grichtmeier, Customer Helpdesk Program Manager, IBM US Federal (CRM), USDA Forest Service Help Desk
  • External Facing: Debra Sherrill, Nicholas Lewis and Tom Beck, Project Managers, CGI Federal

Individual Excellence Award: This award recognized an individual who has gone above and beyond in his/her responsibilities to ensure the successful implementation of RightNow software.

  • Joe Thele, Director, Air Force Personnel Operations Agency

Partner Impact Award: This award recognized a partner organization that teamed with RightNow on a highly visible program that had a significant impact on internal communications and processes and/or external citizen engagement.

  • Chris Carpenter, Hewlett Packard (HP) for GSA Federal Acquisition Services Federal Service Desk and FedTravel

“This award is a testament to the strides we’ve made to quickly respond to the inquiries and needs of our service members and their families around the world,” said Johnna Strahle of the Navy Federal Credit Union. “With RightNow’s help, our customer engagement is now smarter and faster than ever before, without sacrificing security.”

“A system such as ‘Ask the Expert’ allows USDA to dramatically increase our efficiency in answering taxpayer questions,” said Wayne Moore, CIO, USDA Office of Communications. “With a clear mandate to provide citizens with ready access to a wide variety of information about USDA’s programs and services, we understood that an intelligent, self learning, online FAQ database, such as ‘Ask the Expert,’ could provide a solution to address the need. RightNow’s cloud-based system allows us to connect, cull and prioritize this knowledge to deliver timely information to our constituents.”

About RightNow Technologies

RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organizations deliver exceptional customer experiences across the web, social networks and contact centers, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2000 organizations around the globe. To learn more about RightNow, go to www.rightnow.com.

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

Contact
RightNow Technologies
Christine Randle, 240-344-5417
christine.randle@rightnow.com
or
Sage Communications (for RightNow Technologies)
Lauren Christian, 703-584-7250
laurenc@aboutsage.com

Source: RightNow Technologies

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