Knowedge Management Case Study

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Knowedge Management Case Study
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Customer Dissatisfaction
3
The RightNow Solution
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The Benefits

• RightNow eService Center gets rid of so much of
  the manual effort and time wasted.
• So people can really focus on solving the
  technical problems. It buys them so much more
  time that they
• Company can actually go and build the FAQ
  database even more.

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Products

• RevelationTM
• Self-9service
• Email response
• management
• Live chat and collaboration
• Location mapping and routing
• 15 languages

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Features

• Highly intuitive and easy to self-maintain
• The company also provides a full range of
  customizationi, deployment and support services.

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RightNow eService Center in Action - examples

• Air Reserve Personnel Center
• Before operators were juggling upwards of
  44,000 calls a month.
• After monthly call volume is down to 22,000.

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RightNow eService Center in Action - examples

• The US Social Security Administration
• After uses RNW eService Center, its public
  service more effective and efficient. The agency
  handles approximately 12,500 fewer calls each
  day, saving taxpayers an estimated 62,500 per
  day.

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RightNow eService Center in Action - examples

• The Reader's Digest Association, Inc.
• The Company's flagship magazine, Reader's Digest,
  is published in 48 editions and 19 languages and
  is sold in more than 60 countries.

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RightNow eService Center in Action - examples

• Support over 4 million users with just 12
  customer service representatives (CSRs)
• RightNows online eService capabilities are ideal
  for LeapFrogs seasonal business.
• little or no incremental cost, whether they have
  40 or 400.

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RightNow eService Center in Action - examples

• Assist Activision's customers with pre-sales
  questions through a sophisticated knowledge base.

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RightNow eService Center in Action - examples

• Orbitz - the travel site
• It was designed to give traveler access to the
  largest selection anywhere of low fares and rates
  on airline tickets, rental cars, hotels, vacation
  packages, and other travel products.

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The End

• Avove are some companies are using RightNow
  eService Center.
• Today, more than 1,000 companies use RightNow
  Technologies for customer support and information
  delivery.
• Founded in 1997, RightNow has more than 230
  employees in Bozeman, Montana (headquarters),
  Dallas, London and Sydney.