Publishing House John Wiley & Sons, INC., Uses RightNow to Increase Customer Satisfaction, Drive Revenue and Lower Costs
Bozeman, MONT. (February 14, 2007) — RightNow(R) Technologies (NASDAQ: RNOW) today announced that publisher John Wiley & Sons, Inc., is using the company’s next-generation customer relationship management (CRM) solutions to build long-term customer relationships, while cost-efficiently supporting highly diversified and continually expanding product and service lines.
“With RightNow, we can deliver an exceptional customer experience across all communication channels,” said Lou Peragallo, Wiley’s vice president of operations. “That’s extremely important for both protecting our brand and succeeding in multiple competitive markets.”
In today’s business environment, delivering superior customer experiences can be the single most powerful way for companies to drive sustainable differentiation. With RightNow, Wiley is able to provide customers with exceptional service, while lowering costs.
Wiley uses RightNow across its product lines, which includes CliffsNotes, Frommer’s travel guides and the For Dummies reference guides, to manage and streamline phone, email, chat and web self-service interactions with its customers. In fact, 86 percent of all customer questions are handled by Wiley’s RightNow-powered web self-service system and first-tier support. RightNow helps Wiley maintain a consistent customer experience across all of these channels, along with a complete view of all customer interactions.
RightNow’s solutions also helped Wiley launch a new version of highly popular electronic courseware design-and-delivery solution. Within 24 months, the company’s customer base grew twenty-fold yet because of the efficiencies RightNow provides, Wiley was able to maintain outstanding levels of support without making major staff additions. Profitability increased and the company was able continue aggressive marketing efforts without worrying about post-sales support issues.
“One of the great benefits of RightNow is that we can deliver prompt, consistent support across all communication channels—even when our budget is not quite what we’d like it to be,” says Peragallo.
Filed under: RightNow
