Customer Service Solution Dramatically Improves Quality, Satisfaction, and
Cost Efficiency While Ensuring Resources are Not Diverted From Critical
Interdiction Tasks
BOZEMAN, Mont., June 12 /PRNewswire/ -- RightNow Technologies, the world's
leading provider of hosted customer service and support solutions, today
announced the U.S. Customs Service has received a 2003 E-Gov award for the
productivity gains created by its implementation of RightNow.
The U.S. Customs Service, which is now part of the Department of Homeland
Security, implemented RightNow in response to rapidly escalating email volume.
As a result of that implementation, the U.S. Customs Service has been able to
handle a growing number of information inquiries on its Web site without human
intervention, as well as having customer service representatives leverage
RightNow for phone calls to provide exact verbiage to questions. In addition,
the speed, efficiency, consistency, and accuracy with which emails are being
handled and answered have been vastly improved.
In addition to improving the effectiveness with which the U.S. Customs
Service communicates with its constituencies and reducing operational costs,
RightNow has also helped to ensure that benign questions and situations do not
divert critical resources from the U.S. Customs Service's critical
interdiction tasks.
The E-Gov Awards are presented at the FCW Media's annual E-Gov Conference
and Exposition. FCW publishes Federal Computer Week, the country's largest
circulation government publication.
"As an E-Gov Award winner, the U.S. Customs Service's implementation of
RightNow has been judged to be among the most innovative E-Government
applications in use today," Mike Smoyer, General Manager, E-Gov and FCW Media
Group, said. "The improved responsiveness, efficiency, and security that have
resulted from this initiative epitomize the benefits that E-Government can
deliver."
RightNow has been widely embraced by federal and state government
agencies, because they want to leverage online channels and to address the
growing use of the Internet by individual citizens, businesses, and other
government agencies. The company's customers include more than a 100 state
and federal agencies in the United States and many other national and local
government agencies worldwide.
"It's always gratifying when independent observers validate the
effectiveness with which RightNow's technology addresses the most fundamental
issues of customer service and knowledge management," Sean Forbes, vice
president of marketing and business development at RightNow, said. "That
validation is particularly gratifying in this case, because it is associated
with the critical performance of our nation's homeland security."
RightNow has been received a variety of industry honors, most recently
including Nucleus Research and Baseline Magazine's prestigious ROI Award and a
2002 Product of the Year award from Customer Interaction Solutions.
About RightNow Technologies
RightNow Technologies is the leading customer service and support
solutions expert that radically and rapidly improves the effectiveness of
service and support operations with easy-to-implement/easy-to-use technology,
replicable best practices drawn from the industry's broadest base of
successful implementations, and engagement terms that create accountability
for delivering quantifiable results.
RightNow delivers these benefits to more than 1,000 customers worldwide
such as: Air New Zealand, Ben & Jerry's, Briggs and Stratton, British
Airways, Cisco, Dolby Laboratories, Inc., Electronic Arts, Pioneer, Raymarine,
Remington, Sanyo, Specialized Bicycles, and more than 100 public sector
clients including the Social Security Administration and the State of Florida.
Founded in 1997, RightNow has offices in Bozeman, Dallas, San Mateo,
London, and Sydney, with an associated office in Tokyo. RightNow's products
are available in 14 languages worldwide. For further information visit
http://www.rightnow.com /.
SOURCE RightNow Technologies
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Related links:
http://www.rightnow.com
CONTACT:
Jason Treu of RightNow Technologies,
+1-972-232-3977, cell, +1-214-893-3096, jtreu@rightnow.com
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