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  • New York State Department of Motor Vehicles

New York State Department of Motor Vehicles logo

The New York State Department of Motor Vehicles improves service and cuts costs with a multi-channel RightNow road map.

Business Goals

  • Provide 24/7 web self-service to citizens and businesses
  • Reduce operating costs by reducing phone, email and in office workloads
  • Optimize use of online transaction processing systems

About NY State Department of Motor Vehicles

The New York State Department of Motor Vehicles supports the state’s 11 million motorists with a complete range of services including driver licensing and vehicle registration.

 

Visit NY DMV’s Website »  
Visit NY DMV’s Support Site » 
Download Full NY DMV Case Study »

 

From Our Client

Testimonials

“If we hadn’t implemented RightNow, I have no idea how we would ever be able to handle the kind of email volume we’d be generating. It’s simply an indispensable tool for a high-volume site like ours.”

- George Filieau, Internet Customer Relations Manager, NY DMV

A Deeper Look

How They Achieved Success

  • 98% self service rate
  • 75% decrease in email workloads
  • Consistent, accurate answers provided across all communication channels

RightNow CX
In Action

Web Experience

  • Web Self-Service
  • Email Management

Cloud Platform

  • Knowledge Foundation

Resources

You Might Also Be Interested In...
  • White Paper Communicating With Constituents 199 KB
  • Video Web Experience Overview 2:09
  • Data Sheet RightNow Web Self-Service 1.13 MB
  • Slideshow RightNow Email Management 5 Slides
  • Best Practices Guide Knowledge Base And Search 870 KB

Next Steps

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