Procter & Gamble Applies RightNow to Deliver Superior Consumer Experience
Bozeman, MT (August 30, 2006) — RightNow(R) Technologies (NASDAQ: RNOW) today announced that Procter & Gamble (P&G) is using its on demand solutions to deliver a superlative online consumer experience across many of its brands, including CoverGirl, Crest, Downy, Folgers, Iams, Olay, Pampers, Pantene, Thermacare and Tide.
By providing a superior online experience, P&G is strengthening brand loyalty among the growing number of consumers who use the Internet as part of their daily lives. RightNow enables the company to quickly and efficiently answer these consumers’ questions via web self-service, email and chat. It also gives P&G full visibility into the types of questions consumers are asking—so it can rapidly respond to any emerging trends or issues.
Consumers often look to P&G for information that goes well beyond the company’s specific products—such as tips about makeup, stain removal or dental care. RightNow makes it easy for P&G to develop, manage and deliver this information across all online channels in multiple languages. P&G consumers across the various brands are viewing an average of more than 170,000 answers online each month.
“Procter & Gamble’s consumers know that in addition to providing them with a great product, we are ready to help them make the best use of that product to meet their individual needs,” Alexander Resly, director of global consumer relations at P&G, said. “RightNow supports this critical component of our branding strategy by automating and streamlining the process of answering consumers’ questions over our online channels.”
RightNow is tightly integrated with P&G’s custom-developed global contact handling system. This integration allows RightNow to act as a rules-based routing engine for emails from consumers worldwide.
P&G is also using RightNow’s survey tools to quickly and inexpensively execute opinion polls among selected segments of consumers who have opted into the company’s market research programs.
“A premium consumer experience is essential for supporting a premium consumer brand,” Peter Dunning, RightNow’s president of field operations, said. “Procter & Gamble’s use of RightNow’s industry-leading solutions shows that we are uniquely capable of facilitating that differentiated quality-of-experience—especially when it comes to large-scale implementations that require sophisticated integration with existing enterprise systems.”
Filed under: RightNow
