WSPA UK Deploys RightNow on Demand CRM and Experiences 40% Reduction in Repetitive Emails
Maidenhead, U.K. , December 18, 2008
Not-for-profit Animal Welfare Agency Invests in a Better Supporter Experience
Maidenhead, U.K. – The World Society for Protection of Animals (WSPA) UK, has deployed RightNow® Technologies (NASDAQ: RNOW) in its supporter services team and across its website to improve their supporters’ experience.
WSPA UK agents will now have access to a single contact history, enabling them to engage in more personalised interactions with supporters. Whilst the supporter is on the phone agents will be able to gain immediate access to all relevant details, including information on the individual’s recent contact with WSPA UK. This knowledge of the individual will help to ensure that agents are empowered to give the personal touch to each supporter.
Members of the public, supporters and member societies visiting WSPA UK’s website will also receive an enhanced customer experience as they will now be able to find information about the charity and its projects, including WSPA UK action on its website. The improvement has already delivered a 40% reduction in repetitive emails into WSPA UK’s supporter services team.
Prior to the RightNow deployment, all knowledge relating to individual animal welfare incidents and information about the charity, (other than standard website content), was saved in a shared computer file on an internal database only accessible to WSPA UK employees. The volume of information was cumbersome to manage and quickly became dated. The fact that the information was not shared externally also produced repetitive enquiries from supporters, for example, there were several hundred cruelty reports about an individual bear in Bulgaria, as people were not aware that the incident had already been reported and was being dealt with.
Today all WSPA UK employees are able to submit information to the WSPA website via the RightNow knowledge foundation, which has resulted in a reduction of repetitive emails, especially in cases such as the bear in Bulgaria. The submitted information is approved by animal welfare experts before being uploaded so that everyone, including contact centre agents, supporters and the general public can access relevant and consistent data.
Christopher Stransom, Supporter Services Manager WSPA UK, explains: “Our main goal is to save animals from cruelty and our supporters are people who have given time and money to help us. We want to ensure that this dedication is met with a good experience so that people keep supporting us and the mistreatment of animals is reduced. RightNow helps us by keeping our supporters and agents fully informed with relevant and consistent information whilst our brand recognition grows.”
WSPA UK is the world’s largest alliance of animal welfare societies and has been promoting animal welfare for more than 25 years. The organisation’s mission is to build a united global animal welfare movement and concentrates its efforts in the regions of the world where few, if any measures exist to protect animals.
About WSPA UK
WSPA has been promoting animal welfare for more than 25 years. Our work is concentrated in regions of the world where few, if any, measures exist to protect animals.
WSPA’s work is focused on four priority animal welfare areas:
• Companion animals – responsible pet ownership, humane stray management and cruelty prevention.
• Commercial exploitation of wildlife – intensive farming and the cruel management and killing of wild animals for food or by-products.
• Farm animals – intensive farming, long distance transport and slaughter of animals for food.
• Disaster management – providing care to animals suffering as a result of man-made or natural disasters, and thereby protecting people’s livelihoods.
Our mission: to build a united global animal welfare movement.
With consultative status at the United Nations and the Council of Europe, WSPA is the world's largest alliance of animal welfare societies (member societies)
We are proud to coordinate this growing network, with more than 900 member organisations in over 150 countries.
WSPA brings together people and organisations throughout the world to challenge global animal welfare issues.
WSPA has 13 offices and hundreds of thousands of supporters worldwide.
Realising our aims
Politically, we have campaigned to convince governments and key decision makers to change practices and introduce new laws to protect or improve the welfare of animals.
With generous donations from our supporters, WSPA has helped people set up new animal welfare groups, enabling local communities globally to help drive improvements in animal welfare.
Understanding that human ignorance is a major factor in the continuation of animal cruelty, WSPA’s education programmes facilitate a positive change in people’s attitudes towards animals.
Our field and disaster management teams provide direct help to animals that have been abandoned, neglected or caught up in natural or man-made disasters all over the globe.
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 1,900 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 www.rightnow.com.
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.
Greg Gianforte