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com with the popularity of their market-leading Fantasy games leading to escalating email volume. The increase in information retrieval by customers is also important, because CBS SportsLine.com promotes greater use of all the advanced, customizable features and functions offered on the company’s Fantasy games and sites–which is key to an optimized customer experience and long-term customer retention.

CBS SportsLine.com selected RightNow after an extensive evaluation of competing on demand and on premise solutions. RightNow Service was the winner because of its ability to both meet the company’s immediate needs and support its long-term business objectives. The intuitive design of the solution’s user interface and the ease with which its Linux-based server architecture fits into the company’s existing IT environment were also key factors in the purchase decision.

“The positive impact RightNow Service has had on our operational efficiency and the quality of experience we are providing to our customers has significantly exceeded our expectations in both its degree and its immediacy,” Steve Snyder, senior vice president and general manager of CBS SportsLine.com, said. “Even though we are still at a very early stage in our implementation, it is already quite obvious that this was a very wise technology investment for our bottom line and our brand.”

CBS SportsLine.com currently uses RightNow Service to support its Fantasy Baseball, Fantasy Golf, Fantasy Racing and Winning Edge offerings. Expansion to its other business lines, including its flagship Fantasy Football site, is on tap in the near future.

“Because of inadequacies in their customer service environments, companies attempting to provide online services to consumers have historically found themselves constrained by two factors. First, the number of features they can reasonably expect their customers to comprehend is limiting; and, the increase in the number and sophistication of features requires hiring of a large number of customer service workers,” Sean Forbes, vice president of marketing and business development at RightNow, said. “RightNow Service eliminates these constraints, enabling a company like CBS SportsLine.com to successfully deliver feature-rich, technically sophisticated services to consumers while keeping contact center costs under strict control.”