Dymo Deploys RightNow To Support Its Industry-leading Brand With Industry-leading Solutions
Goals
- Deliver great customer service and support across all communication channels
- Maximize productivity of contact center staff
- Minimize total cost of technology ownership
Achievements
- Responsive, effective service via phone, email and the web
- Improved individual and team performance
- Zero capital equipment or infrastructure management costs
For any business technology solution to be successful, it has to fulfill three requirements. First, it has to deliver all the functionality necessary to meet the business need. Second, it has to do so in a way that is easy enough for end-users and managers to deal with. Third, it has to do so at a reasonable cost in order to ensure a healthy return-on-investment.
Based on those three criteria, implementing RightNow has been a major success for Dymo Corporation. RightNow provides Dymo with a total contact center solution that has improved both the quality and the resource-efficiency of the label market leader's customer service and technical support operations. Its intuitive design and ease-of-management has ensured that everyone at the company reaps the full benefits of its rich functionality. And, thanks to RightNow's on demand delivery model, Dymo can reap those benefits without the costs and headaches usually associated with software ownership.
RightNow provides Dymo with a complete, multi-channel contact center solution. So regardless of how its customers contact the company looking for answers, Dymo can respond quickly with the accurate, up-to-date information they need. According to Dymo's call center operations manager, Jeff Crystal, having an integrated multi-channel solution is essential for optimum performance. "If Agent A replies to a customer's email on Monday and that same customer winds up talking to Agent B about that same problem on Tuesday, you better have a system in place that manages both of those contacts in a common manner," Crystal explains. "By providing that kind of integrated incident management, RightNow ensures that we don't drop the ball or have a lot of redundant, time-consuming conversations."
RightNow also provides Dymo managers with the insights they need to pinpoint opportunities for improvement in processes and people. "With RightNow, we can keep a close eye on key metrics such as response times, first-call resolution and incident backlogs," notes Crystal. "We can also see if an individual agent is under-performing, so we can give them additional training or correct any counter-productive behaviors."
Crystal notes that RightNow is much easier to use and manage than the IBM Remedy platform it replaced. "Remedy has a lot of capabilities, but we weren't utilizing them because the software was just too complex," he says. "It also didn't provide the integrated email management and web self-service functionality we needed to create a true multi-channel contact center."
Dymo tried using IBM Lotus Notes, eGain and a "homegrown" system for email management before consolidating all of its customer service and technical support operations under RightNow. "Another advantage of using a single system is that the "canned" responses we use in email are exactly the same as what we have posted on our site," says Crystal. "So customers get consistent information regardless of how they contact us."
Crystal is extremely enthusiastic about RightNow's on demand delivery model. The decision to have RightNow host the application has relieved Dymo of all the burdens typically associated with the implementation of enterprise software including: the purchase, installation and management of hardware infrastructure; the provisioning of storage and data backup; the monitoring of service levels; the troubleshooting and remediation of performance problems; etc.
"The best way I can express the value of the on demand model is with the old saying "No news is good new"," says Crystal. "With RightNow, I don't have to think about the underlying technology and I haven't had to deal with any IT-related problems—so we get all the benefits of their sophisticated software with none of the hassles of software ownership."
At the same time, Crystal is totally in control of Dymo's contact center environment. RightNow makes it easy for Dymo staff to modify escalation rules, update knowledge base content, and perform other customization and administrative tasks. "I actually have more direct control over the system than I would if we managed it in-house and I had to work through an IT organization," he explains.
RightNow is streamlining all of Dymo's customer communications. So, whether a customer simply needs to download the latest driver off the web or is wrestling with a complex software integration issue, RightNow ensures that Dymo can deliver great service with optimum efficiency. In fact, even though Dymo's business has grown more than 20 percent last year, it has been able to keep its contact center headcount flat.
"We're facing some pretty stiff competition in our core markets," observes Crystal. "But RightNow is helping us deliver the competitively superior service we need to stay on top—while allowing us to keep our department's budget well under control."
Dymo Corporation Support Site | Dymo Corporation Homepage
About Dymo Corporation
Stamford, CT-based Dymo Corporation is the leading manufacturer of electronic labelmakers and PC-connected label printers for home, office and commercial use. The company is a division of the global office supplies leader, Esselte.
Related Information
Scan the items below for the information you want next. You can place any of these items in your Briefcase, or click the link to read it immediately.
-
Video: A RightNow® world: organizations ponder where they’d be without RightNow Video
Listen as clients such as Black & Decker, Electronic Arts, and Motorola weigh in on where their organizations would be without RightNow.
-
Video: Outservicing the Competition with RightNow CX Video
What do Continental Tire, eHarmony, and Orbitz have in common?
-
Video: 8 Steps to Great Customer Experiences: the Customer’s Perspective Video
Listen to Electronic Arts, Shaklee, and various other RightNow clients talk about how RightNow's 8 Steps are helping them deliver superior customer experiences.
-
Video: Shaklee Highlights Video
RightNow helps Shaklee deliver the kind of experience their customers want.
-
White Paper: Contact Center ’09: Five Steps to a Lean, Customer-Centric Organization
Want to increase efficiency without sacrificing service quality? Learn the five steps to creating a lean contact center that exceeds customer expectations.
-
Article: Retail / Consumer Packaged Goods
Over 120 retailers use RightNow to drive conversion rates, customer retention, and deliver incremental sales.
Greg Gianforte