Vividwireless deploys RightNow CRM for customer service support

Stuart Corner
Wednesday, 01 September 2010 11:30

IT Industry - Deals

vividwireless has deployed RightNow's CX customer relationship management system to support the delivery of its customer service across multiple interaction channels including phone, web, email and chat.

According to RightNow, vividwireless - which operates WiMAX based wireless broadband services in Perth, Melbourne and Sydney - "aims to differentiate itself by providing exceptional customer experience, not only across its products and services, but also through the customer care it provides [and] its RightNow enabled web and contact centre experience are essential elements of that differentiation."

RightNow says its software will enable vividwireless to "gain deep insight into the requirements of its customers [via] a single, centralised customer contact record, integrated with existing systems, such as a billing engine [that] will hold a rich source of customer insight into customer behaviours, service issues, as well as enquiry trends…

"Meanwhile, improved queue management and incident escalation will help the network operator take better control of its customer care operation."

vividwireless is using RightNow for services in its launch location of Perth and its initial extension to Sydney and Melbourne (where under the former name of Unwired it has tens of thousands of customers on a legacy proprietary wireless network).

vividwireless CEO, Martin Mercer, said: "We needed a system that would integrate with existing systems, scale over time as required and be easy to use – for customers and staff.

"In among those criteria was the very real need to get a better handle on the voice of the customer, understanding what they need from us, where we could be doing better and where we're doing well.

"RightNow's ability to offer all of that through a single system was a critical selection point because now we're able to gain visibility into customer trends and make better informed business decision on the back of the data.