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Newell Rubbermaid Improves Customer Experience with Help from RightNow
RightNow, a customer interaction company, has announced that it is helping Newell Rubbermaid’s Home & Family Group to deliver exceptional consumer experiences and has been in this role since 2005.
The company’s customer experience suite, RightNow CX, has enabled Newell Rubbermaid to improve contact center efficiency, reduce consumer response time and streamline incident management. The company is also able to capture valuable consumer feedback to strengthen product development. Newell Rubbermaid has also been able to reduce incoming e-mails by 20 percent.
A $5.8 billion global marketer of consumer products, Newell Rubbermaid is the company behind such brands as Rubbermaid, Sharpie and Graco. More than 90 percent of households had at least one Newell Rubbermaid product and the company sells its products in more than 90 countries throughout the world.
“Our company has grown through acquisition, which led to fragmented, disparate applications, and we needed to standardize on one platform. We looked for a solution that would help enable our IT team, the company strategy and our consumers. RightNow provides important features like multi-lingual support and case escalation that help us achieve our goals within the Home & Family Group,” said Robert Oh, director of IT, home & family group and CRM, Newell Rubbermaid, in a statement.
With such a wide customer reach, Newell Rubbermaid needed a unified, consistent consumer experience suite so they could deliver best-in-class global support. The company has leveraged RightNow to unify separate operations into a central and seamless consumer experience platform to deliver consistent support across phone, e-mail and Web channels.
The RightNow dynamic agent desktop enables agents to provide superior multi-lingual support, and even allows incidents to be transferred internationally. With the company’s incident management capabilities, Newell Rubbermaid is able to use keyword triggers to ensure consumers with critical support issues received expedited assistance from the most appropriate agent.
Newell Rubbermaid also relies on RightNow Feedback capabilities to capture valuable consumer sentiment and insight into its products. This knowledge is then reported back to product management and engineering teams early on in development so as to better address the consistently changing needs of consumers.
“The connection we have with our consumers and the feedback we have been able to capture is exceptional. RightNow’s multi-lingual capabilities allow us to combine input from consumers in the United States and around the world to give us a complete view of how products from our Home & Family portfolio are performing on a global level. We can easily provide executives with insight into how consumers feel about our products at any time,” added Oh.
The RightNow CX Cloud Platform ensures Newell Rubbermaid’s IT team is able to implement RightNow without the heavy burden normally associated with on-premise infrastructure. At the same time, RightNow’s cloud-based consumer experience solutions deliver the reliability, security and scalability necessary to serve Newell Rubbermaid’s ever-growing portfolio of brands.
“Newell Rubbermaid has been using RightNow since 2005 to deliver positive consumer experiences not only in the United States, but also from different parts of the world as well. With RightNow as our consumer experience platform, we have a complete view of our consumers that supports our evolution as a global company of Brands That Matter,” Oh concluded.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.
Edited by Janice McDuffee
