Jackson Hewitt Taps RightNow On Demand CRM

• View highly relevant, contextual, and timely information for each customer call
• See a single, unified view of all customer and franchisee interactions
• Tap into the same self-learning knowledge base used on the Company’s web site to ensure consistent and accurate answers

The RightNow on demand solution will also provide Jackson Hewitt® with increased customer service center productivity, lower customer support costs and higher customer satisfaction rates.

Trial Proves Successful During Busy Tax Season

Jackson Hewitt piloted the RightNow solution this past tax season at the peak of its seasonal activity to ensure the solution was robust enough to handle its high volume of interactions with franchisees, while simultaneously improving their support experiences.

 “The successful trial of the RightNow on demand solution during our busy season, proved that it could help us deliver a better customer experience and could scale to meet our needs during the most demanding time of year, said Danamichele Brennen, Chief Technology Officer, Jackson Hewitt Tax Service Inc.  “The success that we saw after the first few weeks was impressive; call volumes dropped, questions were easily answered and we received very positive responses from our franchise system.”

Read more about Danamichele Brennen's view of customer service here.

About Jackson Hewitt

Jackson Hewitt Tax Service Inc. (NYSE: JTX), with approximately 6,600 franchised and company-owned offices throughout the United States during the 2009 tax season, is an industry leader providing full-service individual federal and state income tax return preparation. Most offices are independently owned and operated. The Company is based in Parsippany, New Jersey. More information may be obtained at www.jacksonhewitt.com.