Overview
The US Environmental Protection Agency (EPA), a RightNow client, has a critically important and highly complex mission. In order to protect human health and the environment across the United States, the agency must address a wide variety of issues—ranging from regulation of vehicle emissions and the proper labeling of pesticides to the protection of wetlands and acid rain monitoring. However, like every other agency, it has limited resources with which to fulfill its mission. So it must do everything possible to operate at maximum efficiency.
At the same time, the EPA is under increasing pressure to communicate effectively with the general public. While its primary mission is essentially regulatory, it’s also important for the EPA to keep citizens and businesses informed about its regulations, programs, findings, and successes.In order to protect human health and the environment across the United States, the Environmental Protection Agency (EPA) must address a wide variety of issues.
With limited resources to fulfill its mission, the EPA must do everything possible to operate at maximum efficiency. RightNow proved to be the customer relationship management solution the EPA needed. By enabling the EPA to create an online knowledge base that answers more than 80 percent of users’ questions without human intervention, RightNow has reduced email volume in participating offices by more than 70 percent.
Just as important, RightNow’s reporting tools give the agency full visibility into the issues and concerns expressed by those who check the knowledge base or send an email—so it has gained the necessary insight to respond to the changing needs of the American people.
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Customer Experience Blog
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Summit 09 Europe
Posted 2009-11-05 Read Blog
Jason Mittelstaedt,
Chief Marketing Officer
RightNow Technologies
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