Applied Biosystems “Right-Channels” Customer Service With RightNow’s On Demand CRM Solution
RightNow® Technologies (NASDAQ: RNOW), a leading provider of on demand CRM software solutions, announced life sciences research solutions leader Applied Biosystems (AB) is successfully using RightNow Service™ to provide its customers with highly responsive technical support across phone, email and web channels. By effectively “right-channeling” customers, AB is optimizing both the quality and cost-efficiency of its technical support operations—thereby enhancing customer loyalty and profitability.
Right-channeling—the practice of communicating with customers via whichever channel is most appropriate based on factors like preference, urgency and cost—is attracting increased attention in the CRM market as companies seek to deliver competitively superior customer service while simultaneously controlling costs. RightNow supports right-channeling initiatives by enabling companies to deliver consistently responsive service across all communication channels.
RightNow’s on demand delivery model enabled AB to get its advanced customer service system up and running quickly. The on demand model also eliminates the lifecycle ownership costs associated with internal deployments of enterprise software and associated network, systems and storage infrastructure.
“We have been very satisfied with the RightNow system,” Mark Miller, senior manager of America’s technical support at AB, said. “When we decided to upgrade, we were able to work closely with the staff at RightNow to get our system upgraded quickly with minimal disruption.”
Miller added, “RightNow proved to us that on demand CRM technology delivers very rapid time-to-benefit and low total cost of ownership while providing the advanced customer service capabilities we need to keep our very demanding customer base fully satisfied.”
RightNow Service is particularly useful in the life sciences market, where product and technology information is constantly and rapidly changing. With RightNow, AB’s staff can quickly share new knowledge and ensure its availability to customers via phone, email and the web.
“In highly competitive markets, customer service and support has become an increasingly critical competitive differentiator,” Sean Forbes, vice president of marketing and business development at RightNow, said. “Applied Biosystems’ success demonstrates that RightNow’s on demand CRM solutions can deliver this differentiation without forcing companies to shoulder the costs and technology management burdens associated with conventional enterprise CRM applications.”
The fact that AB has been a RightNow customer for over five years is a testimony to both the staying power of RightNow’s technology and the strong commitment RightNow has made to ongoing customer satisfaction.
About Applied Biosystems
Applied Biosystems serves the life science industry and research community by developing and marketing instrument-based systems, consumables, software, and services. Customers use these tools (over 50,000 installed instruments) to make scientific discoveries, develop new pharmaceuticals, and conduct standardized testing, such as forensic human identification. Applied Biosystems (NYSE:ABI), part of the Applera Corporation, is based in Foster City, CA, and operates in over 100 countries.
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 .
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.
