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Thanks to RightNow’s complete service-and-support capabilities - which include Website self-service, email response management, and automated customer satisfaction surveys - LWW has been able to:

• Reduce call center volume by 22 percent, resulting in a 30-second decrease in operator response times



• Reduce email response times from nine days to 46 hours



• Increase staff efficiency and thereby avoid increased headcount



• Increase higher-margin online business relationships

Just as importantly, by deploying RightNow eService Center as a hosted service, LWW was able to achieve all of these results without investing capital or creating burdensome IT overhead.

RightNow has proven itself to be a powerful platform for leveraging the Web to improve our customer satisfaction and optimize our operational efficiency, Greg Phillips, director of customer service, Lippincott Williams and Wilkins, said. The ease of deployment offered by RightNow’s hosted applications, combined with their own highly knowledgeable and helpful customer service staff, enabled LWW to achieve significant, measurable results without the aggravation and delays that can make CRM deployments a nightmare.

As a publisher, LWW can realize significantly higher profits by moving its customers to online electronic formats that eliminate the cost of printing and physical distribution.

The launch of LWW.com, however, created substantial email queries for the company.

As those queries became backlogged, customers turned to the phone - which exacerbated the problem.

These conditions precipitated LWW’s deployment of RightNow, which quickly alleviated the problem and is now supporting the continued growth of LWW.com.

The Internet offers publishers and other media companies tremendous potential business opportunities, but can also create a variety of service-and-support headaches, Sean Forbes, vice president of marketing and business development at RightNow said. As LWW has seen, RightNow is the ideal solution for eliminating those headaches and supporting profitable business growth without the need to add staff or expensive technology infrastructure.