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RightNow's On Demand CRM Technology Powers Customer-Centricity at Black & Decker
RightNow® Technologies announced global products provider Black & Decker uses RightNow's on demand CRM technology to capture and deliver rich, timely information about customers to managers throughout the company-enabling them to make smarter, more customer-driven business decisions. RightNow's technology has also substantially improved the productivity of Black & Decker's customer service organization, deferring increases in headcount resulting in about $175,000 in savings.
Black & Decker's RightNow-enabled customer contact center manages service interactions across phone, email and web channels in a common web-based environment.
Black & Decker's RightNow-enabled customer contact center manages service interactions across phone, email and web channels in a common web-based environment.
Black & Decker has also implemented RightNow in British English and German to support its overseas customers, with French and Nordic countries soon to follow. This streamlined, globally deployed system enables service agents to address customers' issues quickly and effectively.
It also creates a single point-of-capture for all data about customer questions, complaints and feedback. This feedback can then be automatically distributed to whoever needs it. For example, Black & Decker has implemented business rules that forward service incidents associated with specific products to the appropriate product manager. The real-time feedback gives product managers a daily sense of how their products are faring in the marketplace-which is especially valuable when products are first released. Similar information is made available to marketing and sales via periodic reports.
"RightNow has dramatically enhanced our internal processes and the way we interact with the rest of the business," Chuck Udzinski, Black & Decker consumer services manager, said. "As a result, we are improving the ability of the company as a whole to respond to our customers even as we reduce costs in a variety of areas."
With the support of RightNow Professional Services, Black & Decker integrated RightNow with its enterprise SAP system. If the resolution of a problem requires Black & Decker to send product to a customer, service agents can now do so from their RightNow screens. This integration also enables agents to check on the status of shipments to the customer-right down to the carrier's tracking number.
Black & Decker also leverages RightNow to proactively and cost-effectively perform market research. The company's marketing department can create brief surveys using RightNow Metrics(TM) and pass them along to customer service. Service agents then ask customers who call in about other issues if they would like to participate in the survey. Customers who opt in can quickly and easily complete the survey with a few mouse-clicks. RightNow automatically tabulates the results.
"By aggressively leveraging service interactions to better understand its markets, Black & Decker is practicing a level of customer-centricity that other companies would do well to emulate," Sean Forbes, vice president of marketing and business development at RightNow, said.
It also creates a single point-of-capture for all data about customer questions, complaints and feedback. This feedback can then be automatically distributed to whoever needs it. For example, Black & Decker has implemented business rules that forward service incidents associated with specific products to the appropriate product manager. The real-time feedback gives product managers a daily sense of how their products are faring in the marketplace-which is especially valuable when products are first released. Similar information is made available to marketing and sales via periodic reports.
"RightNow has dramatically enhanced our internal processes and the way we interact with the rest of the business," Chuck Udzinski, Black & Decker consumer services manager, said. "As a result, we are improving the ability of the company as a whole to respond to our customers even as we reduce costs in a variety of areas."
With the support of RightNow Professional Services, Black & Decker integrated RightNow with its enterprise SAP system. If the resolution of a problem requires Black & Decker to send product to a customer, service agents can now do so from their RightNow screens. This integration also enables agents to check on the status of shipments to the customer-right down to the carrier's tracking number.
Black & Decker also leverages RightNow to proactively and cost-effectively perform market research. The company's marketing department can create brief surveys using RightNow Metrics(TM) and pass them along to customer service. Service agents then ask customers who call in about other issues if they would like to participate in the survey. Customers who opt in can quickly and easily complete the survey with a few mouse-clicks. RightNow automatically tabulates the results.
"By aggressively leveraging service interactions to better understand its markets, Black & Decker is practicing a level of customer-centricity that other companies would do well to emulate," Sean Forbes, vice president of marketing and business development at RightNow, said.
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