RightNow Leads Adoption of On Demand CRM By Enterprise Customers

Published on January 16, 2006 in Computer & Electronics, Computer Software, Internet, Technology


Enterprise-Class Functionality, Mission-Critical Hosting Infrastructure, and Results-Focused Engagement Model Attract Upmarket Buyers

Bozeman, Mont (January 16, 2006) –

With more than 50 percent of its business over the past two years coming from companies with more than $1 billion in revenue, federal agencies, and large universities, RightNow® Technologies (NASDAQ: RNOW) has established itself as the leading provider of on demand CRM solutions to the enterprise market. RightNow has succeeded in attracting customers at the high end of the CRM market through a unique combination of enterprise-class software functionality, a robust hosting environment capable of supporting large-scale mission-critical implementations, and a results-oriented engagement model that keeps RightNow accountable for delivering quantifiable business value.

RightNow’s enterprise customers include Azusa Pacific University, Black and Decker(R), Canon Canada, Convergys, The Dow Chemical Company, Dun & Bradstreet, Department of Homeland Security, Logitech, Nikon, Nokia, Reuters, Social Security Administration, University of Houston, US Airways, U.S. Department of Agriculture and others.

RightNow’s flagship solution, RightNow CRM’, provides comprehensive and highly customizable functionality for marketing, sales and customer service. By leveraging a common database, workflow engine, and analytic toolkit across all three functional areas, it allows global enterprises to gain a comprehensive view of their customers and deliver a seamless customer experience across all touch-points. RightNow CRM can also be customized and integrated with existing enterprise applications-so that companies can adapt it to their specific needs, rather than having to adapt their business processes to the software.

RightNow’s SmartHosting’ environment meets the demanding requirements of enterprise customers with mission-critical implementations. Key features of this hosting environment include:

* 99.98% uptime during the last year
* True multi-version and multi-tenancy hosting architecture, which provides each customer with full control over their own CRM deployment
* Multi-site, geographically separated, real-time data mirroring for business continuity assurance
* Upgrade On Demand’, which allows customers to upgrade when they choose, pilot their upgrades to perform appropriate quality assurance and training, and rollback upgrades if they so choose
* Hosting Management System that provides full real-time visibility into application usage, capacity, and other key performance indicators
* Free staging environment for pre-production testing of application configuration changes, customizations and upgrades
* Scalability that can accommodate massive peaks in activity, for example RightNow facilitated over 100,000 customer interactions, including 25,000 incidents (via phone, chat and email) for a large consumer products company on the day after Christmas

RightNow’s suitability for large, mission-critical implementations is further enhanced by its proven commitment to achieving customer satisfaction and quantifiable return-on-investment. This commitment is evident in its 90 percent customer retention rate over the last two years and its consistent top ranking in independent ROI evaluations by third parties such as Nucleus Research and Baseline Magazine. In addition, a recent industry survey of over 2,500 customers and partners by CRMguru ranked RightNow ahead of all other CRM vendors in terms of total customer satisfaction.

Linksys, a Cisco subsidiary, has deployed RightNow in six languages to more than 2,000 agents in ten contact centers located in North America, South America, Europe, Africa, and Asia. This deployment enhanced customer experience and improved staff productivity across the company’s global technical support operations.

“When we first evaluated on demand CRM solutions in early 2004, it was clear that RightNow was one of few vendors capable of supporting our 24×7 contact center environment,” Howard Miyashiro, senior IT manager at Linksys, said. “We made our decision based on the sophistication of their software, the stability of their hosting environment, and their absolute commitment to our success. RightNow has proven that we made the right choice.”

RightNow’s on demand delivery model accelerates time-to-benefit and enables customers to eliminate IT infrastructure and software ownership costs. RightNow also allows its customers to deploy its CRM software solutions internally if they choose.

“RightNow is the only on demand CRM vendor with the capabilities, flexibility, and services required for enterprise-class CRM deployments,” Greg Gianforte, RightNow’s founder and CEO, said. “We are uniquely positioned to fulfill the needs of larger corporations as they make the switch from on premise to on demand applications.”

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.

Safe Harbor Statement under the Private Securities Litigation Reform Act of 1995

This press release may contain forward-looking statements. These forward-looking statements are not guarantees of future results and are subject to risks, uncertainties and assumptions that could cause our actual results to differ materially and adversely from those expressed in any forward-looking statement.

The risks and uncertainties referred to above include, but are not limited to, risks associated with our business model, our past operating losses, possible fluctuations in our operating results and our rate of growth, interruptions or delays in our hosting operations, breaches of our security measures, our ability to expand, retain and motivate our employees and manage our growth, and our plans for new product releases. Further information on potential factors that could affect our financial results is included in our annual report on Form 10K, and in our other reports on Form 10Q filed with the Securities and Exchange Commission. The forward-looking statements in this release speak only as of the date they are made. We undertake no obligation to revise or update publicly any forward-looking statement for any reason.

Source: RightNow

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