Dymo Deploys RightNow to Support Industry-Leading Brand

Dymo Deploys RightNow to Support Industry-Leading Brand

Integrated On Demand Customer Care Environment Delivers High ROI by Boosting Service Quality and Operational Efficiency

BOZEMAN, Mont., Jan. 5 /PRNewswire-FirstCall/ -- RightNow(R) Technologies (NASDAQ:RNOW), a leading provider of on demand CRM software solutions, today announced Dymo Corporation has successfully deployed RightNow's on demand CRM technology to support its industry-leading brand with a highly efficient multi-channel customer care environment.

As a result of its RightNow deployment, the labeling products leader has improved customer satisfaction and retention by providing consistently superior multi-channel customer service via phone, email and the web. RightNow has also enabled Dymo to reduce costs by optimizing the productivity of its customer care staff.

In addition, with RightNow's on demand delivery model, Dymo has realized these substantive business benefits without the cost and management burdens associated with conventional in-house implementations of enterprise CRM software.

According to Jeff Crystal, Dymo's call center operations manager, the integrated customer care environment RightNow provides is essential for companies operating in a multi-channel world.

"If Agent A replies to a customer's email on Monday, and that same customer winds up talking to Agent B on the phone about the same problem on Tuesday, an organization must have a system that manages both of those contacts in a common manner," Crystal said. "RightNow provides Dymo with exactly this kind of channel integration, ensuring we don't provide lower quality service or have redundant, time-consuming conversations."

RightNow also provides Dymo managers with key contact center performance metrics such as response times, first-call resolution and incident backlogs. These metrics allow them to pinpoint opportunities for improvement in processes and individual staff performance.

Dymo had previously used Remedy(R) in its call center, but found it to be too complex to administer, as well as for its day-to-day agent use. The Remedy system also lacked the integrated email management and web self-service functionality Dymo needed to create a true multi-channel contact center. Dymo had also tried using IBM Lotus Notes, eGain and a "homegrown" system for email management before consolidating all of its customer service and technical support operations under RightNow.

"Fragmented, 'stovepiped' approaches to service and support are no longer viable for maintaining relationships with customers who use the phone, email and the web interchangeably," Sean Forbes, vice president of marketing and business development at RightNow, said. "Companies like Dymo seeking to improve both the quality and efficiency of their contact center operations have found that RightNow's seamlessly integrated approach to multi-channel communication is exceptionally effective and delivers exceptional business value."

About Dymo

Stamford, CT-based Dymo Corporation is the leading manufacturer of electronic labelmakers and PC-connected label printers for home, office and commercial use. The company is a division of the global office supplies leader, Esselte.

About RightNow Technologies, Inc.

RightNow (NASDAQ:RNOW) provides organizations with industry-leading on demand CRM solutions to build customer-focused businesses. RightNow's acclaimed technology, comprehensive services and commitment to customer success deliver high returns on investment for its customers. More than 1,100 organizations worldwide use RightNow solutions including British Airways, British Telecom, Cisco Systems, Continental Tire North America, The Dow Chemical Company, John Deere, Nikon and the Social Security Administration. Founded in 1997, RightNow is headquartered in Bozeman, Montana, with additional offices in North America, Europe and Asia. For further 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. All other trademarks or registered trademarks belong to their respective companies.

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BRNOW


Source: RightNow Technologies, Inc.

CONTACT: Jason Treu of RightNow Technologies, +1-972-232-3977, or cell,
+1-214-893-3096, jtreu@rightnow.com

Web site: http://www.rightnow.com/


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