RightNow® Technologies (Company
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Studies), the leading on-demand CRM company focused on customer service, today announced leading European travel services provider Opodo has selected RightNow Service™ as its strategic platform for integrating its multi-lingual online and offline customer service operations. By leveraging RightNow’s self-learning knowledge base and customer case management system across its web and email channels, Opodo will significantly increase the quality of the customer care it provides, while reducing operational costs.
Providing superior self-service is critical to Opodo’s business and this is particularly so on the web, as a vast majority of its customers already make bookings and manage their accounts online. RightNow has built a self-learning knowledge base that uses artificial intelligence to analyze and sort queries so that the most popular and useful answers come to the top of an extensive list of Opodo knowledge items on the web site. This enables Opodo customers to find answers to most of their questions almost immediately, minimizing their need to telephone or email the company.
“RightNow allows us to rapidly gather and implement customer feedback, providing a real-time online support channel to our customers that is continually updated based on the questions they ask,” Vincent Bourke, Operations Director at Opodo, said. “We have also put this customer-driven knowledge base in the hands of our call center operators, to ensure they provide our customers with the highest quality of care.”
Another major factor in Opodo’s selection of RightNow was RightNow’s hosted application delivery model, which allows Opodo to enjoy all the benefits of RightNow’s technology without any of the capital costs and management burdens sometimes associated with internally deployed enterprise applications.
Opodo has deployed RightNow in English, French and German to support its presence in multiple European markets.
“Travel organizations face the challenge of having web customers that often want immediate answers to their questions concerning their travel needs,” Sean Forbes, vice president of Marketing and Business Development at RightNow, said. “RightNow has a strong track record of delivering success in helping travel organizations meet the needs of their customers and create world-class customer service organizations. We look forward to working with Opodo, and making customer service a true differentiator for their business.”
About Opodo
Opodo is a Pan-European company owned by nine of Europe’s leading airlines—Aer Lingus, Air France, Alitalia, Austrian Airlines, British Airways, Finnair, Iberia, KLM, and Lufthansa—and by Amadeus GDS, a travel industry technology provider.
Opodo launched its first site (www.opodo.de) in Germany in November 2001, its UK site (www.opodo.co.uk) in January and its French site (www.opodo.fr) in April 2002. Further expansion into other European countries is planned for 2004 and beyond.
About RightNow Technologies
RightNow Technologies is the leading on-demand CRM company focused on customer service. RightNow improves the effectiveness of service and support operations with easy-to-implement technology, replicable best practices drawn from the industry’s broadest base of successful implementations and engagement terms that create accountability for delivering quantifiable results.
RightNow has delivered these benefits to more than 1,000 customers worldwide such as: Air New Zealand, Ben & Jerry’s, Briggs and Stratton, British Airways, Cisco, Dolby Laboratories, Inc., Electronic Arts, Pioneer, Raymarine, Remington, Sanyo, Specialized Bicycles and more than 150 public sector clients including the Social Security Administration and the State of Florida.
Founded in 1997, RightNow has offices in Bozeman, Dallas, San Mateo, New Jersey, London and Sydney, with an associated office in Tokyo. RightNow’s products are available in 17 languages worldwide. For further information visit http://www.rightnow.com/.
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