Federal

More than 170 government agencies including the Department of Education, Department of Homeland Security Customs and Border Protection, Medicare.gov, Sandia National Labs, Social Security Administration, U.S. Census Bureau, U.S. Department of State, U.S. Postal Service, and Veterans Affairs use RightNow’s customer experience software solutions to deliver great customer service while reducing the cost of providing access to critical information.

"RightNow worked like a miracle for us. Our website has been transformed into a far more effective channel for meeting our constituents’ daily information needs, and I can spend more of my time on high-value tasks—instead of wading through a seemingly endless queue of inbox messages.”

- Jeff Kerby, National Web Program Manager, USDA Farm Service Agency

A Better Experience With RightNow Federal Government Software

With RightNow CX you can easily deliver on open government initiatives to achieve transparency, citizen participation, and collaboration with the secure RightNow Government Cloud.

Delivering Open Government

Deliver on the promise of open government with measurable results
Streamline communications with other agencies
Gather feedback from constituents and take immediate action
Adhere to stringent U.S. government security and compliance requirements with a cloud-based solution, including U.S. Federal security standard FISMA (NIST 800-53) moderate compliance
Communicate effectively—especially in times of emergency
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
Reduce inbound calls and emails
Retain and fully leverage institutional knowledge
Reduce incident escalations
Empower agents with complete visibility of past customer interactions in RightNow’s multi-channel case management solution
Reduce new agent/staff training time

Reducing Costs

Increase customer self-service up to 97%
Reduce inbound email by 30 – 70%
Reduce inbound calls by 10 – 30%
Improve employee productivity by up to 20%
Launch new initiatives with cloud pilots

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

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.