Central / National

Central and national governments worldwide such as Canberra Connect, Department of Health and Aging, Department for Transport, DEWR- Employment Systems, New Zealand Immigration Service, New Zealand Post, and The Planning Portal depend on RightNow’s customer experience management solutions to deliver consistent, accurate, and up-to-date information to constituents across all channels.




Hear The Voice Of Your Constituents With RightNow’s Government Solutions

RightNow will help constituents quickly get the information they need from you, when they need it, across every communication channel.

Delivering Exceptional Customer Experiences

  • Optimize the constituent experience cost-effectively, at every touchpoint
  • Deliver consistent, accurate, and up-to-date information to constituents across all channels
  • Gather feedback from constituents and take immediate action
  • Leverage the power of the social web with social cloud-based monitoring and online customer community tools

Improving Contact Centers

  • Significantly improve service levels across all channels
  • Retain and fully leverage institutional knowledge
  • Seamlessly support customers in 33 languages and dialects
  • Reduce staffing requirements and increase productivity

Reducing Costs

  • Increasing customer self-service up to 97%
  • Reducing inbound email by 30 – 70%
  • Reducing inbound calls by 10 – 30%
  • Improving employee productivity by up to 20%
  • Launch new initiatives with cloud pilots

CMS

CMS

Centers for Medicare and Medicaid Services (CMS) faces a massive information delivery challenge on a daily basis. The agency has to provide fast answers to more than 80 million program beneficiaries, healthcare service providers and CMS staff. And it has to quickly respond to change whenever it occurs. Fortunately, with the help of RightNow’s on demand CX software solutions, CMS has been able to succeed on all counts. The agency has done an extraordinary job of leveraging the web as an information delivery channel, answering more than 99 percent of http://www.Medicare.gov visitor’s questions automatically—even with traffic reaching in excess of 1.75 million page views per week.

USDA

USDA

The USDA’s Farm Service Agency (FSA) faced a set of problems common to many government organizations. It was receiving 3,000 emails every week from its increasingly popular website, but almost 80 percent of that email was SPAM. Then FSA implemented RightNow Service™. Within three days, its weekly email volume dropped from 3,000 to about 40. In addition, all incoming messages could be easily tracked as they were passed across the organization—so none were vulnerable to getting lost “between the cracks.” The agency also gained complete reporting capabilities that enabled it to discover gaps in site content and respond accordingly.

Army Training Help Desk

Army Training Help Desk

The Army Training Support Center (ATHC) is the group that supports ARMY training efforts with more than 300 subject matter experts (SMEs) or agents throughout Army Training and Doctrine Command (TRADOC) schools and centers. Using RightNow's customer relationship management solution, ATHD is able to help soldiers pursue advancement on their own initiative by providing accurate and up-to-date information.





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