RIGHTNOW® GOVERNMENT SOLUTIONS

Improve the Customer Experience While Maintaining Budget

Government agencies are increasingly faced with the challenge of trying to improve the customer experience while reducing or operating within budget. Until RightNow, most agencies were forced to hire costly extra resources to improve the cusotmer experience.

RightNow understands that agencies today are overwhelmed by inquiries, whether it comes from a senior citizen, a soldier, a vendor, or supplier to a public agency, a taxpayer, or countless other citizens. The public's expectations for speedy and accurate service have gone up considerably-now accustomed to automated voicemail menus, email, and the internet-their demands are greater than ever. Government agencies today must reduce their cost of providing and processing information, even as the volume of such interactions grows.

The RightNow Solution

RightNow ServiceTM solves the customer experience dilemma by providing real-time relevant knowledge in the hands of citizens, soldiers, and government agents when they need it most. By leveraging a single contact interaction record, RightNow's multi-channel case management solution ensures customers always have accurate, relevant, and up-to-date information necessary for agency success.

Proven Government Success

The Social Security Administration, VA, HHS, ARMY Corps of Engineers, New York State Department of Motor Vehicles, Pennsylvania Department of Revenue, Transport for London, Leicestershire County Council, and the Metropolitan Transportation Authority are among the more than 125 government Transportation Authority are among the more than 125 government agencies that have deployed the RightNow solution to improve the customer experience while maintaining budget.

RightNow Government Solutions Components

Self-Service Portal

Allows customers access to self-service capabilities to search the knowledge base and receive relevant answers to their questions. Other features include automated suggested solutions, which suggest likely solutions.

Intelligent Agent Desktop

Provides access to cases and customer details as well as information from other integrated systems within a single workspace, streamlining efficiency and workflow. Knowledge base access, suggested solutions, and response templates are also included. The work queue and critical service metrics are always visible to ensure response metrics are consistently achieved.

Email Response Management

Allows users to sweep inbound email boxes and respond to incoming emails. This capability, combined with business rules, the intelligent agent desktop, case management, and the ability to submit webforms, creates a complete email response management solution.

Real-Time Actionable Customer Insight

Integrated across all channels, analytics includes pre-defined management reports and the ability to create custom reports. With the option to generate reports in tabular or graphical format, information is easily viewed and analyzed.

Live Chat

Live Chat provides real-time text-based communication for personal and immediate answers to online inquiries. Collaboration guides customers through a website and assists in filling in online forms, such as tax, Social Security, or Veteran Benefits forms, or answering other questions that may arise.

Customer Surveys

Survey module generates "Closed Incident" surveys to measure customer satisfaction, and "On Demand" surveys to gather other desired information such as voting location preferences.

Location Finder

Provides quick and accurate responses to location related questions at a fraction of the cost and time of live service alternatives. Locator offers two integrated communication options giving cusotmers seamless service experiences.

RightNow Voice™

Helps agencies deliver a superior service experience by offering voice-driven applications that dynamically present a wide variety of options and content to customers.

"RightNow has had a significant, measurable impact on EPA's ability to deliver critical information to the public. It has enabled us to improve our service to the public at a reduced cost." -EPA

Benefits

• Improve customer satisfaction levels
• Reduce calls and email inquiries
• Increase operation efficiencies while reducing costs
• Faster call resolution rates and shorter hold times
• Streamline communications with other agencies
• Single view of all customer data

Serving More Than 125 Government Agencies

• Centers for Medicare and Medicaid
• Cornwall County Council
• EPA
• Department of Education
• Federal Aviation Administration
• Health and Human Services
• Illinois Department of Revenue
• London Underground Limited
• London Borough of Enfield
• Metropolitan Transportation Authority
• National Security Agency
• New Zealand Immigration Service
• Social Security Administration
• US Army Corps of Engineers
• US Census Bureau