Overview
RightNow client Shaklee’s business is built on the relationships between its more than 750,000 members and distributors. Shaklee members get discounts on products and receive useful nutrition and wellness information. Shaklee distributors are independent agents who sell Shaklee products and participate in a variety of loyalty programs. The longevity of these relationships helps set Shaklee apart from other nutritional supplement companies. In fact, the average active tenure of Shaklee members is more than six years.
The internet, however, posed a potential threat to these relationships. “In the past, people conducted business with each other face-to-face or on the phone,” says Peter Neels, Shaklee’s director of field support. “But now, they’re using the internet to get information, make buying decisions, and communicate with each other. So we needed a way to maintain high-touch relationships even as the use of online channels intensified.”
The RightNow call center software proved to be the ideal solution. With RightNow's CRM products, Shaklee can make it easy for both members and distributors to get the information they need from the company website. The company can manage email and phone communications with its contact center in a common manner. And the company can ensure that it continually improves its responsiveness across all channels.
Greg Gianforte