Improve Quality, and Shift Engineers from Routine Support to High-Margin
15 January 2003 - RightNow Technologies, the world's leading provider of
hosted customer service and support solutions, today announced network
equipment maker Allied Telesyn has successfully deployed RightNow eService
Centre - reducing the cost of customer service operations, ensuring superior
service quality, and allowing the shift of key engineering talent from
routine support tasks to high-margin professional services.
RightNow quickly delivered these business solutions by enabling Allied
Telesyn to better leverage its call centre, Web, and email customer
communications channels. By handling routine questions via Web-based
self-service, call centre activity dropped by 60 percent within seven months
of deployment. This allowed the company to free its highly skilled
engineering staff from front-line customer support tasks and to assign them
projects that generate billable hours. RightNow eService Centre also helped
Allied Telesyn bring its email response time to 24 hours or fewer.
"RightNow eService Centre has fundamentally altered the economics of
customer support," Rob Rejmaniak, Allied Telesyn's director of services
support and programs, says. "In addition to saving money, the
cost-efficiencies that RightNow provides have allowed us to continue
supporting our high run-rate, low-margin products while we make a strategic
move into new higher-margin markets."
As a hosted solution, RightNow eService Centre offered Allied Telesyn rapid
deployment without the costs and headaches of in-house infrastructure and
infrastructure management. "It would be cost-prohibitive for Allied Telesyn
to deploy such a comprehensive customer service system in-house," Rejmaniak
says. "With a hosted solution, our technical resources can focus on the
content of the knowledge base and responses to customers, rather than
maintenance of hardware and software."
According to Rejmaniak, self-help sessions on the Allied Telesyn Web site
rocketed from only 290 to 55,000 per month as a direct outcome of the
RightNow implementation. These numbers are a result of RightNow's enabling
Allied Telesyn to create and maintain an online knowledge base of timely,
relevant, and accurate answers to customers' most common questions.
In addition to its award-winning, Web-based self-service functionality,
RightNow eService Centre provides full email-management capabilities,
flexible reporting and event-tracking features, CRM integration facilities,
and online chat. It supports global operations with support for knowledge
items in 14 languages.
"Allied Telesyn's success proves once again that customers are eager to
embrace the Web and email as channels for customer service," Sean Forbes,
vice president of marketing and business development at RightNow, said. "It
also demonstrates that RightNow eService Centre is the ideal platform for
supporting those channels in a way that both delights customers and delivers
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