BT Retail, Jackson Hewitt, J&P Cycles, and University of New England Recognized at Global Gartner Summits
BOZEMAN, Mont. (April 12, 2011) – RightNow (NASDAQ:RNOW) announced today that four clients, BT Retail, Jackson Hewitt, J&P Cycles, and University of New England, received Gartner & 1to1 Media CRM Excellence Awards. These global organizations use RightNow CX, the customer experience suite, to deliver exceptional multi-channel customer experiences via the web, social networks, and contact center.
BT Retail, Jackson Hewitt, J&P Cycles, and University of New England join the 12 RightNow clients who have previously won Gartner and 1to1 Media CRM Excellence Awards. These clients include iRobot, Real Networks, drugstore.com, Nikon, Black &Decker, eHarmony, Motorola, Overstock.com, The TrainLine.com, Minnesota Online, Marktplaats, and Photobox.
The awards, given by Gartner* and 1to1 Media, a division of Peppers & Rogers Group, spotlight customer-centric organizations that focus on superior customer experience initiatives, creating operational efficiencies, and supporting enterprise customer solutions to enhance business performance and drive profit.
“RightNow congratulates our clients on their success and customer experience excellence. It is exciting to see these leading brands acknowledged by Gartner and 1to1 Media for transformational customer experience strategies, impressive business results and innovative use of social networks.”
Jason Mittelstaedt, chief marketing officer, RightNow
Jackson Hewitt Tax Services Enhances Its Internal Customer Experience
RightNow client Jackson Hewitt Tax Services won the Silver award in the Customer Experience category for providing proactive support to its 6,000 franchisees during the crucial tax season. Using RightNow CX, Jackson Hewitt Tax Services ensures that their franchise’s 40,000 tax preparers have the knowledge and tools to best serve end consumers. With improved internal communications and new web self-service capabilities, Jackson Hewitt reduced inbound e-mails by 33 percent and reduced inbound phone calls by 35 percent, while raising franchise satisfaction from 60 percent to 84 percent.
“Customer experience is the most critical thing. There are lots of places you can go to get your taxes done. The only thing that differentiates us is our service. RightNow CX helps us deliver a differentiated experience by enabling franchisees to be more productive and effective, and tax preparers have a heightened feeling of confidence with accurate information at their finger tips.”
Tim Bechtold, Senior Director of Business Support Services, Jackson Hewitt
J&P Cycles Revs Up Customer Interaction via Social Media
RightNow client J&P Cycles won the Silver award in the Social Engagement category after accelerating their social media strategy to help improve responsiveness to customer needs. With RightNow’s Social Experience solutions, including RightNow Cloud Monitor, J&P can listen and participate in conversations about their brand in social media channels such as Facebook, Twitter, and relevant blogs. Since adopting social media as a key customer interaction channel and leveraging RightNow, J&P Cycles has created numerous social advocates, gaining 25,500 additional Facebook fans and driving 350,000 more website visits. J&P Cycles has also increased customer satisfaction scores by 25 percent.
“Using RightNow, we’ve changed the way we approach customer experience and can serve customers in new and unique ways. One of the many benefits of using RightNow is that we can provide the same high-quality service our customers have come to expect from our traditional channels on cutting-edge social channels.”
Rich Brecht, Senior Call Center Manager, J&P Cycles
BT Amps Up Agent Knowledge to Improve the Customer Experience
RightNow client BT Retail, one of the world’s leading communications services companies, was the overall winner in the Enterprise Efficiency category in EMEA, improving the speed and quality of service responses to its 13 million customers. When BT Retail made delivering an exceptional customer experience an enterprise-wide priority and implemented RightNow CX, one-contact resolution increased by 16 percent. Also, customers who speak to BT’s “My Order” contact center advisors are now 10 percent more likely to become advocates of BT. BT’s customer service, consumer sales and business teams also have delivered an annual savings of
“BT truly is behind delivering superior service and anything that we do as an organization is aligned to that. We are passionate about customer experience and that is absolute bedrock.”
Gail Davis, head of knowledge management, BT Retail
University of New England Earns an A for Customer Centricity
RightNow client University of New England, one of Australia’s great teaching, training and research universities, was awarded the overall Gartner and 1to1 Media CRM Excellence Award in the Customer Experience category in EMEA. Using RightNow CX, University of New England has a 360-degree view of students and delivers an enhanced multi-channel student experience via the web, live chat, email, and phone. The holistic view of its students helped the university achieve fantastic results, including growing revenue by AUS$6 million from 2008 to 2010, as well as reducing inbound student phone calls by 23 percent and emails by 17 percent.
Learn More About the Winners
Stories profiling this year’s winners are featured in a special issue
More About the Awards
The Gartner & 1to1 Media CRM Excellence awards spotlight organizations that take a customer-centric approach to improving their business performance and have seen exceptional results from doing so. The
* The identification of a Gartner Award winner is not an endorsement by Gartner of any vendor, product or service.
About RightNow
RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organizations deliver exceptional customer experiences across the web, social networks and contact centers, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2,000 organizations around the globe. To learn more about RightNow, go to www.rightnow.com.
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Source: RightNow