T-Mobile Austria Implements RightNow to Enhance Customer Experiences
RightNow’s Hosted Solution Optimizes Online Customer Self-Service
Bozeman, MT (November 17, 2006) — T-Mobile Austria provides innovative products and services to over three million customers in Austria. To support these customers, T-Mobile Austria makes high demands on its own customer care department to deliver positive customer experiences. To assist with this the mobile leader has signed a deal with RightNow Technologies (Nasdaq: RNOW).
The company’s web strategy, which saw a relaunch in early 2006 of its service portal, is now using the web to provide additional services to the growing number of consumers using the internet in their daily lives — this was the catalyst for seeking out RightNow’s assistance.
The service portal enables T-Mobile customers to obtain information around the clock at the click of a mouse — from home or on the road. By using RightNow’s web self-service solutions, the Austrian company has improved the response to customers’ questions, allowing clients to query T-Mobile’s corporate website more comprehensively and efficiently than ever before. Since implementing RightNow, T-Mobile has been able to enhance the quality of its service and boost customer experiences.
With RightNow’s intuitive knowledge foundation, T-Mobile customers will receive relevant, timely and consistent information at the point of their interaction. RightNow’s patented knowledge foundation is dynamic and “self learns” from every new customer interaction, which helps deliver continuously enhanced customer experiences.
What’s more, because the RightNow technology automatically moves the most frequently sought knowledge to the top of the list, T-Mobile Austria and its customers are also on top of current issues and can respond rapidly to any emerging trends or issues.
Additionally, customers have the option of posting their questions online to receive further information. Once their question has been posted, several answers are suggested or the consumer is transferred to the customer support. On average this particular function, SmartAssistant(R), is able to answer twenty percent of all questions automatically. Leveraging the RightNow solution, T-Mobile expects this percentage rate to increase to thirty in the future.
After evaluating several solutions the wireless provider selected the on-demand CRM solution from RightNow. Tipping the scales in RightNow’s favor were the positive experience and favorable results that the Austrian wireless provider achieved in a pilot project. That the deployment could also be hosted was an additional plus-point as T-Mobile was in favor of a quick and effortless implementation.
“In order to provide our customers with the best service possible, it is becoming increasingly important to address alternative customer service channels. The internet leverages a great potential and enables us to provide successful customer self service, enhancing the customer experience,” said Herbert Schandl, Executive Vice President of Customer Care at T-Mobile Austria. “A substantial number of customers would like to find all the information they require on the internet and prefer to administer their accounts without having to call the hotline or to visit a shop. With solutions like RightNow we are able to fulfill this customer requirement optimally.”
“The delivery of enhanced customer experiences is becoming increasingly important to businesses as they seek to differentiate themselves against their competitors,” said Greg Gianforte, CEO and founder of RightNow. “We all know that customer retention is the best customer acquisition strategy but to do this companies have to work at customer loyalty. By providing an enhanced experience through its online channel T-Mobile is doing just that and we’re delighted to be able to help them.”
Filed under: RightNow
