Industry Solutions
Telecommunications
Looking to acquire new customers, reduce churn and build customer loyalty? Over 180 telecommunications companies from around the world are using RightNow® to do just that. Alltel Corp, TDS Telecommunications Corporation, T-Mobile, Sprint Nextel, and Vodafone Pty Ltd. are just a few of the global telecommunications companies using RightNow to provide superior experiences to their customers and subscribers, while saving on operational costs.
With RightNow CRM software, you’ll be able to reduce inbound calls and emails and spend your time focusing on what’s important—meeting your subscriber’s needs.
KPN Takes It To The Next Level
In the Netherlands, there are more mobile phones than people and fast growth at KPN Mobile led to more than a few problems. Not only were they flooded with customer calls and emails, but they didn’t have a good way to capture much needed customer feedback. KPN knew the limitations of their call center and the pressing need to provide better customer experiences.KPN searched for a solution that would support customers across various channels, automatically record valuable behavior and feedback, and relieve some of the pressure in the call center. RightNow’s on demand CRM software solution was selected to serve millions of KPN’s users and quickly optimize their call center.
Real Results, Real Value
To take the burden off their customer service department, RightNow helped KPN get started by making customer information easily accessible online. This reduced incoming emails by 70 percent and gave KPN the flexibility of dynamic FAQs that adjust to customer needs in real time. Once the pressure was off the call center and many customers were serving themselves online, KPN even saw a reduction in operational costs. Now they believe they’ve only scratched the surface of RightNow’s value.And as customer expectations continue to grow, KPN knows they can count on RightNow. Live chat and customer forums are two ways they’re planning to provide even more personalized service.
Connect Through Customer Care
If you’re in the telecommunications industry, we don’t have to tell you about the competitive pressure you’re facing. You know that it’s high, and that customer retention and loyalty are low. You need a competitve edge to get customers and to keep them. RightNow clients get this edge by providing the best customer experience in the industry. With the RightNow solution, you’ll get much more than software.RightNow’s On Demand CRM Solution Allows Telecommunication Providers To:
- Provide consumers with multiple communication choices—email, live chat, self-service or phone.
- Reduce churn and build loyalty by improving the customer experience
- Reduce inbound calls and emails with customer self-service
- Leverage a consistent knowledge base across channels and agents to ensure consistency and efficiency
- Utilize immediate feedback to facilitate improvements and measure effectiveness
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