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Understanding the Power of RightNow 8™

Understanding the Power of RightNow 8™. David McCurrach Senior Solutions Consultant RightNow Technologies April 10, 2007. Agenda. Overview: What’s New in RightNow 8 Core product enhancements RightNow Service™ – Incident Management RightNow Marketing™ – Proactive Communication

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Understanding the Power of RightNow 8™

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  1. Understanding the Power of RightNow 8™ David McCurrach Senior Solutions Consultant RightNow Technologies April 10, 2007

  2. Agenda • Overview: What’s New in RightNow 8 • Core product enhancements • RightNow Service™ – Incident Management • RightNow Marketing™– Proactive Communication • RightNow Feedback™– Surveys (old RightNow Metrics™) • Product demonstration • Upgrade Process

  3. The RightNow Solution

  4. RightNow Service™ Self-Service Email Management Chat Knowledge Management Incident/Case Management RightNow Marketing™ Proactive communications Newsletters Updates RightNow Voice™ Incident management Knowledge management Password reset Contact management And more… RightNow Feedback™ Surveys Research The RightNow Solution

  5. Solution Based Software

  6. Core Product Enhancements • SmartClient Technology • Rich user experience • Better performance • New User Interface • Highly intuitive • Personalized business process management • Workspace Designer • Role-based profiles • In-context analytics • Drag-and-drop screen layout customization

  7. Incident/Case Management Enhancements • Improved Agent Efficiency • Enhanced for “mouse-less” operation • “Tasks” enables additional level of workflow • Enhanced Answer Management • Central answer information on one screen • New WYSIWYG editor • Flexible Business Processes • High level of personalization • Graphical workflow management

  8. Proactive Communication Enhancements • Improved Mailing Controls • Recency/Frequency caps • Enhanced proofing • Easy Content Creation • Improved WYSIWYG editor • Drag-and-drop Toolbox • Content Templates • Enhanced Collaboration • Tasks • Notes • Audit Log

  9. RightNow Feedback • Capture feedback across all customer touch points • Pre-built feedback templates • Customer advocacy management • Customer satisfaction monitoring • New product development • Automate follow-up and analysis • Replaces RightNow MetricsTM

  10. RightNow Analytics • In-line and contextual • Report Design Center • Drag-and-drop creation • Real-time preview • Customizable dashboards, reports, and homepages • Historical trending

  11. RightNow 8 Demo

  12. How to Upgrade to RightNow 8: Step-by-Step • Review RightNow Upgrade Documentation (Answer 1941) • Submit incident to: rightnow.custhelp.com • Work with Upgrade Team to set up test site • Add your customizations to the upgrade test site • Verify the data & functionality in your upgrade test site • Train your staff • Provide sign off on your upgrade test site via your Upgrade Checklist • Execute your upgrade

  13. Upgrade to RightNow 8 • RightNow 8 SmartConversion Classes: Online and Regional • http://www.rightnow.com/support/education.html • RightNow 8 Upgrade Services: • Contact your account manager for a personalized upgrade services package • Step by Step instructions available at: • RightNow Support knowledge base, Answer ID 1941 • Also available through the “My Stuff” tab, by clicking the “Upgrade RightNow” link

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