Overview
You don't survive and thrive over nearly a century without responding to your customers' changing needs. So as global office products leader and RightNow client Fellowes found more and more of its customers using the internet for service, it had to respond. And, as so many other companies around the world have done, it made RightNow the foundation of that response.
As a result, Fellowes is now fully leveraging the internet as a channel for providing the excellent service customers expect from such a well-established and historic brand. Just as important, it is doing so in a very cost-efficient way.
That's because RightNow enables Fellowes to answers customers' questions online in a highly automated way. This, in turn, allows the company to keep its payroll costs down even as both its business and its customers' use of the internet grow.
Once RightNow's on demand CRM software system was up and running, things really changed. Customers coming to the Fellowes website were able to find their own answers in the company's RightNow-powered knowledge base without personal assistance. Email volume dropped to about 40 per day, taking a huge burden off contact center staff. In addition to allowing Purcell to avoid additional hiring, this reduced volume also enabled his staff to respond more quickly to the remaining questions. So the company can now respond to all email inquiries within 24 hours instead of three or four days.
Greg Gianforte