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Report: Nucleus Research ROI Case Study 2008
Overview
In mid 2000, the Colorado Department of Revenue (CDOR) began using RightNow to create a knowledge base that the public could use to answer questions on its own, rather than call the organization’s call center. First, the organization assembled all of its content, scrubbed it for accuracy, and then formatted it for consumption by the public over the Web. Then it built a portal and designed interfaces that would enable people to rapidly find the information they needed for the most commonly asked questions. Automated e-mail responses were also created for the most often asked questions. Lastly, the knowledge base was divided into two portions, a public version that appears on the Web site, and a private version that is available only to employees.
RightNow is used on a continuous basis to capture knowledge anywhere in the CDOR and apply it to taxpayer interactions, regardless of how that person contacts the organization.
Using RightNow to divert public inquiries from its call center and e-mail to its publicly available knowledge base has resulted in annual Web site hit volumes of more than one million. As a result, there have been dramatic reductions to the volumes of e-mail and phone-based inquiries. RightNow is also used to monitor how the public is using the knowledge base, enabling the organization to fine tune the publicly available portion of the knowledge base and how it is used by the public.
The CDOR used RightNow's on demand CRM software solution to provide self-service research to taxpayers, reduce call center and e-mail volumes, and improve the accuracy and consistency of information provided to the public.
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