RightNow Technologies announced that GameFly optimized its customer experience and created an efficient multi-channel contact center using RightNow Service. As a result, the company has been able to keep contact center costs under control while supporting rapid business growth.

GameFly is using RightNow to provide customers with a high-quality service experience via phone, email and web self-service. RightNow provides the complete knowledge base management, rules-based incident workflow, and reporting functions GameFly needs to provide customers with fast, clear and consistent answers across all channels. RightNow has also been integrated with GameFly’s existing account management application, so agents can quickly access customer-specific data.

GameFly implemented RightNow after evaluating offerings from several vendors. RightNow was selected for a variety of reasons, including its rich features, its intuitive design, and its flexible integration capabilities. RightNow’s on demand model was another important decision factor, since it offered simplified implementation, low capital requirements, and minimal ongoing cost-of-ownership.

In fact, implementation was so simple and straightforward that GameFly had its RightNow-powered contact center up and running in just three weeks.

"RightNow’s CRM technology helped us quickly address our primary service pain-points and then build out our contact center capabilities to support our growing business," Terri Luke, GameFly’s vice president of business solutions, said. "Their solutions and services have played a key role in our success."

The efficiency of GameFly’s contact center is highlighted by the fact that it has had to increase headcount at a far slower rate than that of its overall business growth.

"Growth-mode companies like GameFly need to deliver a superlative customer experience to capture market share, but don’t want to invest inordinate financial and human resources to do so," Peter Dunning, RightNow’s president of field operations, said. "Time and again, RightNow has enabled such companies to achieve these twin goals of high quality-of-experience and minimized per-incident costs."

This entry was posted on Friday, March 3rd, 2006 at 12:55 am and is filed under Rental Club News. You can follow any responses to this entry through the RSS 2.0 feed. You can skip to the end and leave a response. Pinging is currently not allowed.