Siemens Buyside Marketplace USA Reaps Full Payback for RightNow's on Demand CRM Solutions in Only Eight Months
Posted on: Monday, 17 May 2004, 06:00 CDT
BOZEMAN, Mont., May 17 /PRNewswire/ -- RightNow(R) Technologies today announced that Siemens Buyside Marketplace (BSM) USA realized a full return on investment on a two-year term license for RightNow's on demand CRM solutions in only eight months. Siemens BSM USA also saw a one-third reduction in incoming calls and emails to its customer service center during the first year of the RightNow implementation, ultimately enabling the company to replace its outsourced customer service operation, supported by five full-time staff, with two internal part-time staff. Today Siemens BSM USA is using RightNow as the primary contact center application to track customer incidents through the web, email and phone.
As a vital component of its service offering information, sourcing and ordering, Siemens BSM USA operates click2procure (http://www.click2procure.com/) -- an online ordering solution for employees of participating Siemens AG's U.S. business units as well as select third party customers -- to streamline corporate purchasing of indirect materials. Since introduced in 2000, click2procure has steadily grown to 12,000 registered users in the U.S. with more than 1.5 million products listed. As more users were brought online, Siemens BSM USA needed to handle more customer inquiries without increasing the cost for customer support operation, formerly handled by an outsourced provider. Additionally, Siemens BSM USA needed better visibility into customer incidents its outsourcer was processing in order to proactively address any system issues and understand supplier issues that may pose business risks to buyers.
"RightNow's web-based architecture is ideal for leveraging customer service information across multiple internal and external groups," Dains Mathew, manager of customer service, Siemens BSM USA said. "In addition to streamlining our internal customer support operation, RightNow also offers excellent performance monitoring of our suppliers. The return on our investment in RightNow has turned out to be significantly higher than what we had originally anticipated."
Since implementing RightNow, Siemens BSM USA's staff can access and analyze customer incidents entered by the outsourced customer support agents to measure customer service performance as well as view transaction records to identify supplier issues -- all through a web browser. Customized workflow rules within the RightNow system automatically alerts purchasing incidents to click2procure administrators at each participating Siemens business unit to ensure the incidents are followed through to resolutions. Equally important, Siemens' employees can find answers to their most common questions (FAQs) about click2procure through self-learning online knowledgebase or submit questions online instead of being tied up on the phone, boosting employee productivity and reducing customer support workloads.
"One of RightNow's key strengths is its adaptability to work within unique organizations of all sizes that have specific customer service challenges," Sean Forbes, vice president of Marketing and Business Development at RightNow, said. "Siemens Buyside Marketplace USA's creative use of our solutions to streamline customer service operations and manage supplier issues across various business units is a testament to RightNow solutions' flexibility."
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 13 languages worldwide. For further information visit http://www.rightnow.com/.
RightNow Technologies
CONTACT: Jason Treu of RightNow Technologies, +1-972-232-3977, or cell,+1-214-893-3096, jtreu@rightnow.com
Web site: http://www.click2procure.com/
Web site: http://www.rightnow.com/
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