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RightNow Picked by Stamps.com
August 11, 2009
Stamps.com, which trades in postage online and shipping software, has picked the RightNow on-demand customer relationship management (CRM) to provide customer service via the Web, phone and e-mail.
With RightNow, Stamps.com officials say, they expect to improve customer satisfaction and agent productivity by having agents located in multiple support centers access one central self-learning knowledge foundation for "consistent information to customers."
Using the RightNow products, Stamps.com officials say their customers can find answers online regarding postage printing instructions, USPS (News - Alert) regulations and delivery confirmation, which "reduces e-mail and call volume, allowing agents to focus on complex issues."
Because that's what happens once you shunt the easy stuff off to the Web: People calling the center have the harder questions.
Stamps.com also wants to use the RightNow capabilities to capture customer feedback from survey responses on interactions, products and services, and to reduce the training period of new agents through RightNow’s "simple" desktop implementation.
This spring TMC reported that Bozeman, Montana-based RightNow Technologies (News - Alert) unveiled new "defense-ready hosting capabilities" designed to support both the Department of Defense and other civilian government and intelligence agencies, according to company officials, who added that "two commands within the DoD have made the decision to move ahead" with this new offering.
“Our new secure hosting capabilities will help our DoD clients to tap into the cloud... The DoD requires a more intense level of security than most civilian agencies,” says Greg Gianforte (News - Alert), CEO and founder, RightNow.
RightNow has been working government contracts for over ten years, and today counts clients in over 155 public sector clients, including nearly every US cabinet-level agency as well as the Army, Marines, Air Force, members of the Intelligence Community and DoD.
RightNow officials say they expect their DoD contracts to furnish the same benefits ofSaaS, "such as lower cost of ownership, fast deployments and exceptional scalability" as civilian users find: "Because the DoD requires an unparalleled level of security, RightNow’s new hosting capabilities use DITSCAP/DIACAP to ensure compliance with DoD Instruction 8500.2, meet US Federal security standard FISMA (NIST 800-53) and include a 24x7 dedicated security and information assurance team," company officials say, adding that civilian contracts with extraordinary security needs can have "a second secure hosting environment" to meet their needs.
With RightNow, Stamps.com officials say, they expect to improve customer satisfaction and agent productivity by having agents located in multiple support centers access one central self-learning knowledge foundation for "consistent information to customers."
Using the RightNow products, Stamps.com officials say their customers can find answers online regarding postage printing instructions, USPS (News - Alert) regulations and delivery confirmation, which "reduces e-mail and call volume, allowing agents to focus on complex issues."
Because that's what happens once you shunt the easy stuff off to the Web: People calling the center have the harder questions.
Stamps.com also wants to use the RightNow capabilities to capture customer feedback from survey responses on interactions, products and services, and to reduce the training period of new agents through RightNow’s "simple" desktop implementation.
This spring TMC reported that Bozeman, Montana-based RightNow Technologies (News - Alert) unveiled new "defense-ready hosting capabilities" designed to support both the Department of Defense and other civilian government and intelligence agencies, according to company officials, who added that "two commands within the DoD have made the decision to move ahead" with this new offering.
“Our new secure hosting capabilities will help our DoD clients to tap into the cloud... The DoD requires a more intense level of security than most civilian agencies,” says Greg Gianforte (News - Alert), CEO and founder, RightNow.
RightNow has been working government contracts for over ten years, and today counts clients in over 155 public sector clients, including nearly every US cabinet-level agency as well as the Army, Marines, Air Force, members of the Intelligence Community and DoD.
RightNow officials say they expect their DoD contracts to furnish the same benefits ofSaaS, "such as lower cost of ownership, fast deployments and exceptional scalability" as civilian users find: "Because the DoD requires an unparalleled level of security, RightNow’s new hosting capabilities use DITSCAP/DIACAP to ensure compliance with DoD Instruction 8500.2, meet US Federal security standard FISMA (NIST 800-53) and include a 24x7 dedicated security and information assurance team," company officials say, adding that civilian contracts with extraordinary security needs can have "a second secure hosting environment" to meet their needs.
Follow ITEXPO (News - Alert) on Twitter: twitter.com/itexpo
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Patrick Barnard
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