RIGHTNOW
E-SERVICE_VOICE ENABLE-DESIGN
RightNow is one of the few CRM solution providers, who has consistently demonstrated CRM approach and implementation at every opportunity. RightNow pioneered the concept of a Customer Success Indicator (CSI) in order to measure customer utilization and then advance and optimize the customer’s usage and value from their CRM software investment.
RightNow CRM offers full featured CRM solution which uses a smart client architecture that connects and distributes presentation logic, application logic and database logic between browser client and a hosted server. The company’s strengths lie in its customer service application. RightNow offers both hosted delivery and on-premise licensing.
FEATURES AND ADVANTAGES
RightNow CRM offers impressive features:
Customer Service: The product’s ability to manage customer service and self service through such channels as e-mail, live Internet chat, and telephone interactions is competitively strong against any other SaaS CRM solution.
Voice enablement: It offers a suite of voice-enabled CRM products which include Voice Interface to Knowledge Base, Voice Interface to Incident Management, Voice Interface to Locator, Status Applications, Password Reset, Survey, and One Number Routing.
Tools strength: RightNow offers intelligent and uniquely strong work flow tool like Customer Experience Designer, Workspace Designer and Feedback feature.
MODULES •
RightNow Service: RightNow Service offers intelligent multi channel customer service solution with eService capabilities and full contact center functionality. This helps organizations to give their customers an extraordinary experience regardless of contact channel.
• RightNow Sales. The SFA solution seems to be a combination of internal development and the former SalesNet product. RightNow Sales provides a unified view into all customer interactions, whether they are used by sales representatives or by revenue generating service agents.
• RightNow Marketing: Campaign management.: RightNow Marketing allows one to communicate proactively with customers and easily utilize the power of the web and email to enable personalized communications.
MARKET REVIEW
RightNow is currently the third largest SaaS CRM software company (behind Salesforce.com and Oracle On Demand) . It has one of the highest customer retention rates in the CRM industry. However, RightNow interface is described as complex or odd by several sources. The product is divided among multiple browser windows and ‘consoles’ .
Major competitors are: • Salesforce.com, Oracle CRM On Demand, Aplicor
