RightNow, rated P&G

The folks at RightNow Technologies were able to announce a big-deal deals recently, stating firstly that Procter & Gamble has employed its on-demand solutions in connection with numerous brand names in the huge corporation’s canon, including such household names as Cover Girl, Crest, Downy, Folgers, Iams, Olay, Pampers, Pantene, Thermacare and Tide.

RightNow solutions are primarily used by Proctor & Gamble in the areas of customer assistance, most visibly in web self-service, email and chat. RightNow programs are employed in information retrieval on most of its products, to the tune of a reported 170,000 answers online each month.

RightNow is tightly integrated with P&G’s custom-developed global contact handling system. This integration allows RightNow to act as a rules-based routing engine for emails from consumers worldwide. Proctor & Gamble is also using RightNow’s survey tools to execute opinion polls among selected segments of consumers who have opted into the company’s market research programs.

Founded in 1997, RightNow Technologies itself is billed as the firm “leading the industry beyond CRM to high-impact customer experience management solutions.” RightNow boasts a clientele of more than 1,500 companies around the world, including Alaska Air, Andrews Federal Credit Union, Banknorth Group, Bell Microproducts, Briggs Corporation, Cendant, Centers for Medicare and Medicaid, Dow Chemical, Dun & Bradstreet, Friend Communications, Germany Pioneer, International Rectifier, Kodak, Merry Maids, Paddy Power, Sketchers, The Right Start, Thomas Cook, Victoria International, and Victoria University of New Zealand.