BOZEMAN, MONT. (September 6, 2005)—RightNow® Technologies (Company
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Studies) (NASDAQ: RNOW) today announced the University of New Mexico (UNM) has successfully rolled out a major new application that uses a help desk based on RightNow Service™.
The University’s RightNow-based help desk ensured effective end-user support of the new application, which was critical during its initial introduction, while it enabled the UNM’s IT department to fully leverage its distributed technical staff—resulting in the savings of at least two full-time equivalents.
By enabling the effective support of end-users during the roll-out, RightNow also significantly accelerated UNM’s time-to-benefit and improved the total return on its investment in Sunguard’s SCT Banner, a college administrations solution used by 800 institutions of higher education worldwide.
UNM has subsequently extended its use of RightNow to support its broader IT services portfolio.
RightNow Service optimizes the quality and efficiency of UNM’s end-user support by providing a single, automated environment for managing help desk events across phone, email, web and chat channels. Chat has proven to be a particularly useful channel for UNM, since students are very accustomed to using it. RightNow also applies a common self-learning knowledge base to all channels. This ensures the consistency and accuracy of the answers end-users receive, while it optimizes the effectiveness of UNM’s web self-service channel—thereby reducing overall support costs.
One of the biggest challenges for UNM was the dispersion of its IT department across the University’s campus. Before deploying RightNow, this physical dispersion made it difficult for IT staff members to effectively collaborate on help desk inquiries. With RightNow’s web-based architecture, however, any technician can now handle any incident at any time—regardless of where they happen to be at the moment.
“RightNow enables us to fully leverage both our human resources and technical knowledge so that we can give users the answers they need via whatever channel is most appropriate for that particular interaction,” Danny Lee, UNM’s enterprise service management analyst, said. “It’s a very powerful customer service environment that lets us keep our costs down even as we deliver the quality support essential for ensuring that users get the full value out of the diverse IT resources we provide.”
“When you introduce an entirely new and highly strategic technology into your organization, service and support excellence is essential to facilitate adoption of that technology,” Peter Dunning, president of field operations at RightNow, said. “As UNM’s experience demonstrates, RightNow’s self-learning, multi-channel CRM platform is ideally suited for these business situations.”
About University of New Mexico
Founded in 1889, the University of New Mexico occupies 600 acres in the heart of Albuquerque. More than 24,000 students attend the main campus and another 7,000 plus attend branch campuses and education centers. UNM boasts outstanding faculty members, including a Nobel Laureate, a MacArthur Fellow and several members of the national academies. UNM employs more than 19,000 people statewide, including employees of University Hospital.
About RightNow Technologies, Inc.
RightNow (NASDAQ: RNOW) provides organizations with industry-leading on demand CRM solutions to build customer-focused businesses. RightNow’s acclaimed technology, comprehensive services and commitment to customer success deliver high returns on investment for its customers. More than 1,300 organizations worldwide use RightNow solutions including British Airways, British Telecom, Cisco Systems, Continental Tire North America, John Deere, Nikon and the Social Security Administration. Founded in 1997, RightNow is headquartered in Bozeman, Montana, with additional offices in North America, Europe and Asia. For further information, please visit www.rightnow.com.
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.
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