Published:
RightNow Customer Colorado Department of Revenue Wins Nucleus Research Award With 8,732% ROI
BOZEMAN, Mont., June 27 /PRNewswire-FirstCall/ -- The Colorado Department
of Revenue (Colorado DOR) has won Nucleus Research's 2008 Technology ROI Award
for realizing a return of 8,732 percent on its investment in RightNow's on
demand customer relationship management (CRM) solution. The award honors
companies whose deployment of IT solutions has produced a positive,
bottom-line financial ROI. RightNow customers that have previously won the
award are Nikon (3,431 percent ROI), Audiovox (1,989 percent ROI), Remington
Arms (1,989 percent ROI), and nanoCom (978 percent ROI).
Using RightNow, Colorado DOR consistently provides accurate and timely
responses to taxpayer questions via the telephone, email and the web. The
department's web site now averages more than one million hits each year, and
90 percent of site visitors are able to quickly find answers to questions
online, without having to contact the department. As a result, call center and
e-mail volumes have been reduced by 45 percent, saving the department more
than $5 million.
"RightNow is an integral component of our overall strategy to better serve
constituents and reduce our operational costs by leveraging the web," said Ro
Silva, public information and education manager at the Colorado DOR Taxpayer
Service Division. "The efficiencies we've achieved with RightNow's help have
been particularly critical in enabling us to cope with the onslaught of
questions we get during our peak season."
Previous Technology ROI award winners have experienced similar positive
results utilizing RightNow:
-- Nikon, a world leader in camera and digital imaging equipment,
optimized the operational efficiency of its multi-channel contact centers
using RightNow. Nikon reduced average response time to customer emails to 5
hours, while consistently scoring over 95 percent in customer satisfaction
surveys. Nikon uses RightNow worldwide in 19 languages and 50 countries.
-- Consumer electronics leader, Audiovox realized savings of more than
$2.7 million by deploying a RightNow-based web self-service channel, which
significantly reduced phone and email volume.
-- Remington Arms, manufacturer of firearms and ammunition products, saved
$1.6 million using RightNow. The company is now able to automatically answer
95 percent of web site visitor questions through web self-service features,
which reduced call center volume by 30 percent, email volume by 50 percent,
and call abandonment rates by more than 70 percent.
-- nanoCom, provider of cross-platform video chat and conferencing
software, was able to reduce email and phone volume, while increasing agent
productivity and the quality of customer service by using RightNow.
"Nucleus Research's recognition of RightNow's value proposition is a
validation of both our technology and business strategy," said Jason
Mittelstaedt, RightNow's chief marketing officer. "We continue to lead the on
demand CRM market by focusing on helping clients deliver a better experience
to customers, while simultaneously reducing operating costs."
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 http://www.rightnow.com.
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ
is a registered trademark of the NASDAQ Stock Market.
SOURCE RightNow Technologies
Copyright © 2008, PRNewswire
Copyright © 2008, NewsBlaze,
Daily NewsTags: ,CPR,STW,AWD,MT-RightNow-Award
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