Government Brochure
Agencies today are mandated to meet rising constituent
expectations... on budgets that are tighter than ever.
That's why
you need RightNow.
Government agencies are facing daunting challenges today. Mandated to deliver a growing range of services to more demanding constituencies, they also face tight or declining budgets. Similarly, they must deal with other issues, including the retirement of their most knowledgeable staff, pressure to increase business via online channels and the need to better coordinate efforts with other agencies, making it more difficult to fulfill their organizational missions.
As the leading provider of on-demand constituent care solutions to the public sector, RightNow is uniquely able to help agencies cope with these mounting challenges. With RightNow, agencies at the federal, state and local levels can:
- Cost-effectively deliver an exceptional constituent service experience at every touch-point
- Reduce staffing requirements and optimize organizational productivity
- Capture staff knowledge and leverage it across all constituent-facing operations
- Ensure that constituents receive consistent, accurate and up-to-date information across all channels
RightNow's public-sector customer relationship management solutions are specifically designed to help government agencies fulfill their operational objectives with a full range of capabilities that include:
Web based CRM solutions and voice (IVR) self-service software
RightNow's highly effective self-service solutions make it easy for
constituents to quickly find answers to their questions 24 hours a day
without assistance-so you can significantly reduce costs while
improving access to essential information.
Efficient multi-channel case management
Track inquiries across phone, email, web, chat and other
communications channels using call center monitoring software to make
sure every constituent receives a timely reply and avoids redundant or
wasteful use of staff time.
High-performance email response management
RightNow helps you eliminate email backlogs and reduce the time it
takes to handle incoming messages with automated replies, live chat
customer service software, content "pick lists," and skills-based
routing.
Proactive outbound communication tools
RightNow enables agencies to proactively send out newsletters, email
marketing campaign software, emails to constituents and other agencies
in order to keep them updated on system errors, upcoming agency events
and pending legislation.
Powerful, self-learning knowledge base
technology
RightNow makes it easy to capture the expertise of your most
experienced people and make it available to others, so you don't lose
knowledge as your workforce retires.
Actionable constituent insight By using RightNow's reporting, analytics, and automated customer service, you gain greater visibility into your constituents' primary problems and concerns-so you can allocate your limited resources more wisely and eliminate major sources of incoming call and email volume.
Government Solution Templates
In addition to providing proven, high-ROI solutions for
government agencies, RightNow enables you to leverage
experience gained from years of success meeting the needs of
public-sector agencies as you design, implement, manage and
improve your constituent-facing operations. This experience and
expertise is captured on special best-practice template
specifically designed to help you achieve rapid
time-to-benefit while controlling implementation costs.
RightNow and the Constituent Experience
RightNow's award-winning customer relationship management solutions for the public sector are currently deployed in every cabinet-level department of the Federal government and in major state agencies across the country. RightNow uniquely understands what it takes to provide effective customer satisfaction service to constituents whose expectations have been greatly elevated by their experiences with companies in the private sector, even as budget constraints and staffing shortfalls become increasingly problematic. RightNow also offers its customer relationship management solutions under the software-as-a-service model-allowing agencies to take full advantage of the most advanced technology on the market today without the burdensome costs and workloads associated with conventional software ownership.
