John Wiley & Sons Inc. picks RightNow to increase customer satisfaction

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Publisher John Wiley & Sons Inc. is using RightNow Technologies Inc.'s customer relationship management solutions to build long-term customer relationships, while cost efficiently supporting highly diversified and continually expanding product and service lines.

Hoboken, NJ -based John Wiley said that in today's business environment, delivering superior customer experiences can be the single most powerful way for companies to drive sustainable differentiation. With Bozeman, MT-based RightNow, Wiley can provide customers with exceptional service, while lowering costs.

Wiley uses RightNow across its product lines, which include CliffsNotes, Frommer's travel guides and the For Dummies reference guides, to manage and streamline telephone, e-mail, 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.

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