Nikon and RightNow Win 2007 Technology ROI Award from Nucleus Research
Global Camera Manufacturer Earns Top Honor with More than 3,400% ROI with RightNow Solution
Bozeman, Mont., August 15, 2007
Nikon Corporation, a world leader in camera and digital imaging equipment, has won Nucleus Reasearch's 2007 Technology ROI Award by using RightNow® Technologies (NASDAQ: RNOW) on-demand customer relationship management (CRM) solution. Nikon distinguished itself from more than 130 end-user organizations vying for the award, which honors companies whose skillful deployment of IT solutions has produced a positive, bottom-line financial ROI. This is the fourth consecutive year that a RightNow customer has been honored with a Technology ROI Award.
With RightNow Service, an on demand solution for optimizing the quality of the customer experience and the operational efficiency of multi-channel contact centers, Nikon achieved a three-year return-on-investment (ROI) of 3,431 percent. Nikon has also reduced its average response to customer emails to 5 hours, while consistently scoring over 95 percent in its customer satisfaction surveys. Nikon uses RightNow Service worldwide in 19 languages and 50 countries.
With RightNow Service, Nikon customer service agents have real-time access to current knowledge on all customers who contact Nikon support, regardless of how they contact the company – via phone, e-mail or the web. This information helps agents assist customers as quickly as possible and optimize the quality of each interaction. RightNow also powers Nikon's online self-service, which customers can access 24 hours a day. By effectively leveraging RightNow's complete solutions, the company has enabled customers to help themselves via the web, deflecting inquiries from its call center, while greatly increasing the efficiency of call center agents and improving the level of service provided to customers.
"RightNow has helped us provide a superior level of support and service to our valued customers across all of our channels," David Dentry, Nikon's general manager of technical support said. "RightNow has made it possible to provide customers with positive Nikon interactions, while at the same time lowering our operating costs. This type of ROI is amazing, and we are proud to have worked with RightNow to achieve it."
To learn more about Nikon and Nucleus Research's 2007 Technology ROI Awards please visit: http://www.roiawards.com/press.htm.
About RightNow Technologies
RightNow (NASDAQ: RNOW) delivers the high-impact technology solutions and services organizations 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.rightnow.com/.
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Greg Gianforte