Invitrogen Efficiently Handles Complex Scientific Inquiries Across All Customer Channels With RightNow Technologies
RightNow® Technologies (NASDAQ: RNOW), a leading provider of on demand CRM software solutions, today announced biotech equipment and services leader Invitrogen (NASDAQ: IVGN) is using RightNow Service™ to quickly and accurately respond to its customers’ complex scientific inquiries via phone, email and the web—and to dramatically increase the efficiency of its technical support processes. By doing so, the company is providing significant added value for its customers and ensuring its competitive position in the marketplace.
Research scientists using Invitrogen equipment often have time-critical questions about proper use of the company’s technically sophisticated products. They have also come to rely on the company for information about laboratory processes and procedures in general. RightNow enables all of Invitrogen’s Technical Service Representatives to quickly respond to these questions with accurate answers via phone and email, regardless of their personal area of expertise. It also enables Invitrogen to provide these same answers on its web site.
“Our customers depend on us to provide them with first-class technical support, as well as first-class laboratory equipment,” Kira Sevene, assistant project manager for Invitrogen Technical Support, said. “By enabling us to deliver this vital support whenever and however it’s needed, RightNow’s technology makes Invitrogen a highly attractive business partner capable of earning and keeping our customers’ trust.”
Sevene adds that RightNow’s Professional Services organization has added significant business value to Invitrogen’s technology implementation by helping it to apply CRM best practices to its technical support operations. These best practices have enabled the company to quantifiably increase its responsiveness and cost-efficiency.
Invitrogen also uses RightNow’s analytics to track contact center response times and plan for periods of peak demand.
In addition, Invitrogen has implemented RightNow Metrics™ to monitor customer satisfaction and RightNow’s analytics to pinpoint and respond to changing patterns in its support workloads.
RightNow provides its technology to Invitrogen as a hosted, on demand service. This delivery model eliminates the capital and lifecycle costs associated with internal enterprise software implementations.
“In order to meet the needs of research organizations that are under extraordinary pressure to produce results, Invitrogen must be exceptionally responsive and consistent in how it answers questions across all of its communication channels,” Sean Forbes, vice president of marketing and business development at RightNow, said. “Invitrogen has done a great job of leveraging RightNow’s technology and services to fulfill this objective, and thereby created stronger relationships with its demanding customer base.”
About Invitrogen:
Invitrogen Corporation (Nasdaq:IVGN) provides products and services that support academic and government research institutions and pharmaceutical and biotech companies worldwide in their efforts to improve the human condition. The company provides essential life science technologies for disease research, drug discovery, and commercial bio-production. Invitrogen’s own research and development efforts are focused on breakthrough innovation in all major areas of biological discovery including functional genomics, proteomics, bioinformatics and cell biology—placing Invitrogen’s products in nearly every major laboratory in the world. Founded in 1987, Invitrogen is headquartered in Carlsbad, California and conducts business in more than 70 countries around the world. The company globally employs approximately 3,800 scientists and other professionals. For more information about Invitrogen visit the company’s web site at www.invitrogen.com
About RightNow Technologies
RightNow (NASDAQ: RNOW) 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 1,100 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 .
