With RightNow Newell Rubbermaid Provides Consistent, Multi-Lingual Support and Improves Contact Center Efficiency, While Reducing Email Volume by 20 Percent
BOZEMAN, Mont. (February 11, 2011) – RightNow (NASDAQ: RNOW) has been helping Newell Rubbermaid’s Home & Family Group deliver exceptional consumer experiences around the globe since 2005. With RightNow CX, the customer experience suite, Newell Rubbermaid has been able to improve contact center efficiency, reduce consumer response time and streamline incident management, while capturing valuable consumer feedback to strengthen product development. Newell Rubbermaid has also reduced incoming emails by 20 percent, as consumers find answers online.
Newell Rubbermaid is a $5.8 billion global marketer of consumer products including brands Rubbermaid®, Sharpie® and Graco®. At least one Newell Rubbermaid product can be found in more than 90 percent of U.S. households, and its products are sold in over 90 countries worldwide. Due to acquisitions and the large scope of the company, its consumer support system was previously comprised of many application packages, making it difficult to consistently deliver great consumer experiences across brands.
“Our company has grown through acquisition, which led to fragmented, disparate applications, and we needed to standardize on one platform. We looked for a solution that would help enable our IT team, the company strategy and our consumers. RightNow provides important features like multi-lingual support and case escalation that help us achieve our goals within the Home & Family Group.”Robert Oh, Director of IT, Home & Family Group and CRM, Newell Rubbermaid
RightNow Helps Newell Rubbermaid Provide Global Support to Millions of Consumers
Since Newell Rubbermaid touches millions of people every day, the company needed a unified, consistent consumer experience suite to deliver best-in-class global support. With RightNow, the Newell Rubbermaid Home & Family Group has unified separate operations into a central, seamless consumer experience platform to deliver consistent support across phone, email and web channels. RightNow’s dynamic agent desktop enables agents to provide superior multi-lingual support, and even allows incidents to be transferred internationally. RightNow’s incident management capabilities use keyword triggers to ensure that consumers with critical support issues receive expedited assistance from the most appropriate agent for their needs.
With RightNow, Newell Rubbermaid also helps consumers quickly find the answers they need online. With a self-learning knowledgebase that provides easily accessible information 24×7, Newell Rubbermaid has been able to reduce incoming consumer emails by 20 percent as consumers find the answers they need online.
Newell Rubbermaid Captures Valuable Consumer Insight for Product Development
Newell Rubbermaid uses RightNow’s Feedback capabilities to capture valuable consumer sentiment and insight into its products. This knowledge is reported back to product management and engineering teams early on in development to better address the constantly changing needs of consumers so Newell Rubbermaid can continue to develop innovative products.
“The connection we have with our consumers and the feedback we have been able to capture is exceptional. RightNow’s multi-lingual capabilities allow us to combine input from consumers in the United States and around the world to give us a complete view of how products from our Home & Family portfolio are performing on a global level. We can easily provide executives with insight into how consumers feel about our products at any time.”Robert Oh, Director of IT, Home & Family Group and CRM, Newell Rubbermaid
Newell Rubbermaid Taps into the RightNow CX Cloud Platform
The RightNow solution is delivered via the RightNow CX Cloud Platform. Newell Rubbermaid’s IT team was able to implement RightNow without the heavy burden associated with on-premise infrastructure. More importantly, RightNow’s cloud-based consumer experience solutions provide the reliability, security and scalability required by Newell Rubbermaid’s ever-growing portfolio of brands.
“Newell Rubbermaid has been using RightNow since 2005 to deliver positive consumer experiences not only in the United States, but also from different parts of the world as well. With RightNow as our consumer experience platform, we have a complete view of our consumers that supports our evolution as a global company of Brands That Matter(TM).”Robert Oh, Director of IT, Home & Family Group and CRM, Newell Rubbermaid
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