RightNow Analytics

A great customer experience requires being aware of customer needs and reacting to them effectively. This means your organization needs full visibility into all customer touch-points across service, sales, and marketing.

As part of RightNow's customer relationship management system, RightNow Analytics enables you to capture, organize, analyze and distribute information about your customer interactions with unmatched ease and flexibility so you can make smarter, faster decisions about the customer experience you ultimately provide.

With RightNow, customer relationship management solutions, you'll be able to:

• Discover opportunities for revenue growth, cost savings and improvement in customer loyalty
• Detect potential problems before they cost you money or customer loyalty
• Embed role-based dashboards, reports and analyses across the application, including on the user's own personalized homepage
• Empower users at all skill levels to independently create custom analytics to help them better do their jobs

RightNow Analytics includes more than 100 easy-to-use reports and allows you to export data into a full range of popular formats - including XML, Microsoft Excel and PDF. You can also create customized alerts to notify you and your team when any threshold you define (such as long telephone hold-times or poor salesperson productivity) is exceeded. When utilizing analytics as part of our advanced customer relationship management system, you can even build your own executive dashboards to keep close tabs on your most critical performance metrics.

What Makes RightNow Analytics Unique?

• Report and dashboard design centers
• Easy-to-use, drag-and-drop report and dashboard custom design capabilities
• Easy enough for novices, yet sophisticated enough for skilled developers
• Proactive alerts notify users when exception conditions detected
• Schedule execution and delivery of reports based on selectable time intervals
• Quick, personalized custom analyses available to any user with familiar functions and calculations typically used in Excel
• Role-based analytics embedded throughout application provide actionable knowledge where and when they are most needed
• Customize homepages and any workspace with reports and dashboards targeted to needs of user roles or individual users
• Comprehensive library of pre-built, role-based reports and dashboards for service, sales, marketing, customer feedback, and other functions

Key Benefits

• Improved customer satisfaction and long-term loyalty
• Optimized allocation of people, budgets and resources
• Rapid discovery and response to exceptional conditions—positive or negative
• Across-the-board support for a more customer-centric corporate culture
• Greater empowerment of individual employees to pursue and achieve excellence

Additional resources: CRM Resource Center | Industry Solutions