RightNow Technologies, a provider of CRM software, said that Reader's Digest Association, Pleasantville, NY, implemented its on-demand CRM technology to improve service quality and reduce operational costs.
RightNow's time-stamping and rules-based workflow automation lets Reader's Digest reply to customer inquiries within one business day. Responses often are sent within 12 to 16 hours, said RightNow, Bozeman, MT.
Reader's Digest initially implemented RightNow to replace an e-mail management system based on IBM/Lotus Notes. Based on that deployment, the company expanded the scope to include e-mail and the Web.
RightNow offered Reader's Digest the ability to route customer questions based on various topics to its partners. Also, RightNow lets Reader's Digest answer tens of thousands of customer questions monthly automatically via the Web. This has cut by 50 percent the number of calls to the toll-free number posted on its site.