Christian ministry Focus on the Family realized $500,000 in productivity savings in the 18 months that it used RightNow Service, a customer service solution from RightNow Technologies, RightNow said yesterday.
Founded by James Dobson in 1977, Focus on the Family has syndicated radio programs heard by 220 million listeners in 122 countries. Its publications reach 2.5 million readers. The group also manages counseling and outreach services as well as online ministries.
Focus on the Family's RightNow-based Web self-service system answers more than 100,000 questions a month, greatly reducing the volume of phone calls and e-mails the ministry staff must answer individually.
RightNow Service also improves the effectiveness of Web, e-mail and call center operations. A common knowledge base is used across all three channels.
Using RightNow's knowledge base, fewer than 3 percent of Web self-service sessions on the Focus site result in a question being escalated to a Focus staff member. The availability of that knowledge base to Focus staffers also lets them respond to about 73 percent more inquiries a day than they could handle before the RightNow implementation. E-mail response times have dropped from an average of three weeks to fewer than 72 hours.