lastminute.com Group Standardises on RightNow to Support Positive Customer Experiences Globally
Maidenhead, United Kingdom, October 03, 2007
lastminute.com Group Ltd, which includes brands lastminute.com, Travelocity, Holiday Autos Ltd, Med Hotels and Resfeber (Nordics) has selected RightNow® Technologies to support its global customer experience goals. Following a successful deployment of RightNow Service™at lastminute.com UK & France and Holiday Autos Ltd, the company is expanding its use of the product, deploying it globally across all of its brands.
In total, RightNow will be deployed across 12 sites using French, German, Spanish, Norwegian, Swedish, Danish and Italian. Through the various websites, customers will be able to submit questions and search for information.
In addition, the lastminute.com group contact centre agents will have access to the same information, as they handle customer phone enquiries. As a result, customers will receive consistent, up-to-date information, whether they use web self service options or phone contact.
The benefits of RightNow Service were obvious, when during the pilot deployment for lastminute.com UK, Air Passenger Duty (APD) was announced, which raised all flight fares. Using RightNow, lastminute.com was able to quickly upload information about the fare increases. Despite more than 7,000 customer viewings of the APD information, incoming email volume decreased 40 percent during the pilot, demonstrating that customers were able to access all of the information they needed on the lastminute.com website – without phoning or emailing the company.
"RightNow provides the technology to assist us in making superb customer experience a reality," said Colin Campbell, Sales and Customer Care Contact Support Manager, lastminute.com. "RightNow Service will help us ensure that we provide customers with the information that they need, whether through the website or via a contact centre agent via phone or email. By consistently providing excellent customer service, we should increase conversion rates, that is assisting customers to turn from 'looking to booking.'"
The on demand delivery model was another key factor in lastminute.com Group's choice of RightNow. The company is able to deploy RightNow Service globally in a few months, while minimizing IT infrastructure and software ownership costs.
"The world of today's consumer is inundated with choice," said Joe Brown, General Manager of Europe Middle East Asia (EMEA), RightNow Technologies. "The internet has empowered consumers like never before. Companies need to realise that if they do not provide their customers with great service, customers will quickly migrate to the competition. By providing customers with the support they need via RightNow, lastminute.com Group is helping to ensure that its customers are receiving the excellent customer experience they deserve and expect."
About lastminute.com group
lastminute.com pioneered the online travel and leisure industry by offering people a 5* lifestyle for 3* prices, selling everything from flights, hotels, gifts, gig tickets, restaurants and theatre tickets all at the lastminute.
Since its birth in 1998, conceived by the vision of cutting edge entrepreneurs Brent Hoberman and Martha Lane Fox, lastminute.com has come a long way. We now operate in 13 European countries, USA and Australia which all now have a lastminute.com site helping people tap into inspirational ways to spend their free-time every single day, either at the lastminute or when planning in advance.
About RightNow Technologies
RightNow (NASDAQ: RNOW) delivers the high-impact technology solutions and services organisations need to cost-efficiently deliver a consistently superior customer experience across their frontline service, sales and marketing touch-points. Approximately 1,800 corporations and government agencies worldwide depend on RightNow to achieve their strategic objectives and better meet the needs of those they serve. RightNow is headquartered in Bozeman, Montana. For more information, please visit http://www.rightnowtech.co.uk/.
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.
Greg Gianforte