Overview
For a company to be truly customer-centric, everyone—from product managers to the CFO—has to keep their eyes on the customer. But not everyone has the time or the opportunity to interact directly with customers on a regular basis. That’s why the world’s most customer-centric companies take full advantage of their contact centers to find out exactly what their customers want and need.
Our client Black & Decker—the world’s largest producer of power tools and accessories—is a prime example of such a company. Using RightNow, the $6.4 billion global market leader is leveraging customer interactions with its contact center to capture rich, timely information that managers throughout the company can use to make smarter, better-informed decisions. As a result, the company is able to design better products, improve manufacturing quality, sell more effectively, and market more efficiently.
RightNow has also enabled Black & Decker to deliver a differentiated customer experience across all of its communication channels and business units, while substantially decreasing operational costs.
At the core of Black & Decker’s success is its RightNow-enabled customer contact center. With RightNow, customer interactions across phone, email, and web channels are managed under a common incident management system. This streamlined system enables agents to address customer issues quickly and effectively. It also creates a single repository for all data about customer questions, complaints, and feedback.
Greg Gianforte