RightNow Technologies Press Release

RightNow Technologies today announced that publisher John Wiley &
Sons, Inc., is using the company’s next-generation customer relationship
management (CRM) solutions to build long-term customer relationships, while
cost-efficiently supporting highly diversified and continually expanding
product and service lines.
“With RightNow, we can deliver an exceptional customer experience
across all communication channels,” said Lou Peragallo, Wiley’s vice
president of operations. “That’s extremely important for both protecting
our brand and succeeding in multiple competitive markets.”

In today’s business environment, delivering superior customer
experiences can be the single most powerful way for companies to drive
sustainable differentiation. With RightNow, Wiley is able to provide
customers with exceptional service, while lowering costs.
Wiley uses RightNow across its product lines, which includes
CliffsNotes, Frommer’s travel guides and the For Dummies reference guides,
to manage and streamline phone, email, chat and web self-service
interactions with its customers. In fact, 86 percent of all customer
questions are handled by Wiley’s RightNow-powered web self-service system
and first-tier support. RightNow helps Wiley maintain a consistent customer
experience across all of these channels, along with a complete view of all
customer interactions.
RightNow’s solutions also helped Wiley launch a new version of highly
popular electronic courseware design-and-delivery solution. Within 24
months, the company’s customer base grew twenty-fold yet because of the
efficiencies RightNow provides, Wiley was able to maintain outstanding
levels of support without making major staff additions. Profitability
increased and the company was able continue aggressive marketing efforts
without worrying about post- sales support issues.
“One of the great benefits of RightNow is that we can deliver prompt,
consistent support across all communication channels — even when our
budget is not quite what we’d like it to be,” says Peragallo.