BOZEMAN, Mont., -- Feb. 17, 2005 -- RightNow(R) Technologies (Nasdaq: RNOW - News), a leading provider of on demand CRM software solutions, today announced Packeteer, the pioneer and global leader in Application Traffic Management, has deployed its on demand CRM technology on a global basis to optimize customer satisfaction and operational efficiency. RightNow's solutions have enabled Packeteer to support annual business growth of 25 percent, without increasing contact center headcount.
With RightNow's solutions, Packeteer has been able to deliver 24/7 customer service worldwide across all communication channels while gaining actionable insight into the needs of its customers and issues requiring attention. For example, if Packeteer doesn't hear from a customer within a pre-specified amount of time from the date of purchase, a RightNow business rule automatically notifies an engineer to determine if there is a problem. And, with RightNow's on demand delivery model, Packeteer has achieved these results without bearing the costs and management burdens typically required for a worldwide implementation of enterprise CRM software.
"Real CRM involves more than just waiting passively for your customers to provide you with an opportunity to satisfy them," Sonya Andreae, Packeteer's director of customer operations, said. "With RightNow's on demand CRM solutions, we can now implement policies and processes that empower Packeteer to be pro-active in ensuring the satisfaction and success of our customers all over the world."
Packeteer has implemented RightNow at its corporate headquarters in Cupertino, California, and its technical support centers in the Netherlands, Canada, Japan, Australia and Hong Kong. When a customer calls Packeteer with a question, the incident is routed to whichever global office is open and available at that time. Packeteer is thus delivering 24/7 telephone assistance without running a full, three-shift rotation at any of its locations. Email workloads are also shifted across all locations, allowing workloads to be distributed evenly around the world and ensuring each incident is handled by the first available technician. RightNow's single knowledge base also makes sure every answer customers receive is consistently accurate and up-to-date, regardless of whom they speak to or which channel-phone, email or web-they use.
Based on collected data, customized reports produced by RightNow's solution are also distributed to managers, directors and executives across the company. This ensures all business decisions are based on the explicit and implicit customer feedback generated via all communication channels.
"No company can claim to be truly customer-focused, if it doesn't aggressively leverage its service-and-support interactions to better understand and respond to its customers," Sean Forbes, vice president of marketing and business development at RightNow, said. "Packeteer's successful implementation demonstrates both the compelling business logic of a service-driven CRM strategy and the compelling business value of RightNow's on demand CRM technology."
About Packeteer
Packeteer(R), Inc., (Nasdaq: PKTR - News) is the global market leader in Application Traffic Management for wide area networks. Deployed at more than 7,000 companies in 50 countries, Packeteer solutions empower IT organizations with patented network visibility, control, and acceleration capabilities delivered through a family of intelligent, scalable appliances. For more information, contact Packeteer at +1 (408) 873-4400 or visit the company's web site at www.packeteer.com.
About RightNow Technologies, Inc.
RightNow (Nasdaq: RNOW - News) 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 1,200 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.
