Virgin Mobile will use RightNow on all contact centre agent desktops to track and manage all incoming calls and emails. The solution will also provide agents with a single system of record where they can find a history of all previous customer interactions which can then be used to enhance all communications with customers.
Virgin Mobile receives more than two million inbound calls each year. With RightNow, the company can now offer customers a greater choice of interaction channels, whether it’s the phone, web, chat or email. The decision to select RightNow follows a rigorous tender process in which eight vendors were evaluated over a six-month period.
By using RightNow to manage and record all customer interactions, Virgin Mobile’s marketing and sales operations will also be empowered to cross and up sell to existing customers. The system will also provide the company with capacity to better track, analyse and act upon customer feedback for continuous measurement and improvement.
“The RightNow solution presents a complete feature set that matches our requirements to resolve all customer issues in one contact. In addition, we selected RightNow because the company holds an industry-leading position and has a fantastic local presence backed by a team which is great to deal with,” said Robert Tihanyi, Director, Customer Care, Virgin Mobile.
“The multi-channel capabilities that RightNow offers are especially important to Virgin Mobile as we gear up support to offer the iPhone and manage ongoing growth overall in our Virgin Broadband network.
“For example, email functionality will enable us to immediately track customer queries while screen shots, simulated handsets and a dynamic knowledge base will help contact centre agents to dramatically improve the customer experience. We’ll also benefit from enterprise feedback management with RightNow’s feature for ad hoc surveys that will be fed back into our marketing department,” says Tihanyi.
Virgin Mobile Australia was launched in 2000 and today is a leading consumer focused mobile network with stores in Sydney, Melbourne Brisbane, Perth and Canberra. The company employs over 600 people across Australia and has over 600,000 customers using either Virgin Mobile or Virgin Broadband.
“The aim with RightNow is to provide customers with multiple contact centre options and to improve the overall customer experience. Another bonus is that as RightNow hosts the system there was no need for us to build any IT infrastructure locally, reducing costs and allowing us to get up and running rapidly. All we needed to do was to collate the content,” says Tihanyi.
About RightNow Technologies
RightNow (NASDAQ: RNOW) delivers the high-impact technology solutions and services organisations need to cost-efficiently deliver a consistently superior customer experience across their frontline service, sales and marketing touch-points. Approximately 1,900 corporations and government agencies worldwide depend on RightNow to achieve their strategic objectives and better meet the needs of those they serve. RightNow is headquartered in Bozeman, Montana.
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