Discover New and Innovative Uses for RightNow Web

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Discover New and Innovative Uses for RightNow Web
Presented by Kate Bryan Installed Base
Marketing Manager Tom Jud Installed Base Sales
Manager
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Discover New and Innovative Uses for RightNow Web

• Variety of Ways to Deploy RightNow Web
• Using RightNow Web as More Than a Web Customer
  Service Tool
• Actual Examples with Benefits Achieved

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For Our Customers

• Open
• New Windows of Opportunity
• for Even Greater
• Company-wide
• Cost Savings and ROI

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RightNow Web

• MORE
• Than Just a
• Support
• Tool

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Examples
PurchasingNet.com

• Purchasing Collaboration Software
• Internal IT Request (from Staff)

Pyxis Corporation

• Medical Manufacturer
• Disseminate Technical Info (Call Center Agents
  and Field Service Technicians)

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RightNow Web

• Streamlined, Company-wide,
  Web-based
• Knowledge
• Management

Knowledge Management Creating, Capturing and
Reusing meaningful and pertinent information
(knowledge) to achieve organizational objectives.
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Internal vs- ExternalInformation Exchange
External Exchange of information between your
company and Parties/Organizations/Individuals
Outside Your Company Internal Exchange of
information between Parties/Organizations/Individu
als Within Your Company
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Internal vs- ExternalInformation Exchange

• In Both Cases, the
• Information Exchange
• Needs to be Managed
• ------------------------
• RightNow Web
• is the Solution

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External Information Exchange
Facilities Mgmt.
Production
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EXTERNAL - Example
DISTRIBUTOR/DEALER OPERATIONS
NEW PROMOTIONS
WHOLESALE PRICING
CERTIFICATION
PRODUCT TRAINING
SALES SUPPORT
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EXTERNAL - Example
SALES MARKETING
PRODUCT FEEDBACK
CONTESTS
DEALER LOCATOR
SHOPPING MALL
PRODUCT TRAINING
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Case Study External Use

• Dana Corporation
• Keeping Distributors up-to-date on 350,000
  Products
• Dramatic Drop in Customer Support Emails from
  Distributors

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Case Study External Use

• PurchasingNet.com
• Sales Training Worldwide
• FAQs for Specific Clients
• FAQs for Prospective Clients
• White Papers for General Public

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RightNow WebBusiness to Business - Benefits

• Reduces the level of misunderstandings
  (Consistent/Accurate Info)
• Enhances the speed of information transfer
• Promotes greater understanding
• Reduces overhead
• Streamlines the education of new business partners

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Internal Information Exchange
All Employees
Marketing
Human Resources
Training
Sales
Production
Research Development.
Admin./Mgmt.
Facilities Mgmt.
Purchasing/Matls Mgmt.
Special Projects
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INTERNAL - Example
SALES SUPPORT
PRODUCT TRAINING
CASE STUDIES
CUSTOMER LISTS
PRICING
PROPOSALS/CONTACTS
REFERENCES
SERVICES
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INTERNAL - Example
HUMAN RESOURCES
NEW EMPLOYEES
BENEFITS
FORMS
PAYROLL
VACATION/PTO
JOB POSTING
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RightNow WebBenefits Internal Use

• Consistent, up-to-date information.
• Retained Brain Trust
• More extensive and thorough reach of information.
  
• Faster learning curve for technical information
• Remote Web access for remote employees.
• More coordinated information among different
  company departments
• Better informed employees Happier employees

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Case Study Internal Use

• University of South Florida
• University Business Practices
• Departmental Procedures
• Administrative Policies and Procedures
• Student and Administrative Handbooks

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Case Study Internal Use

• COGITA
• Annual Maintenance for Clients
• Software Development Project Repository
• Internal Procedures
• Quarterly Bonus Results

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KnowledgeManagement

• Streamlined Company-WideWeb-Based
• Knowledge Management

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ASK YOURSELF

• How
• RightNow Web
• Can Benefit
• Other Parts of Your Organization?

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Expanding Globally?

• RightNow Web
• Foreign Languages
• Japanese Greek
• German Swedish
• French (European) French (Canadian)
• Spanish Czech
• Portuguese Finnish
• Italian

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Prof. Service Offerings

• Training
• Group Training Courses
• Phone Training Services

www.rightnow.com/products/training.html

• Consulting Services
• Packaged Consulting Services
• Custom Consulting

www.rightnow.com/support/consulting.html
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Lets Discuss the Possibilities
Talk to Your Installed Base Account Manager (Metr
ics Booth)
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THANKS FOR JOINING US!
Discover New and Innovative Uses for
RightNow Web