Vacation property services leader ResortCom International implemented RightNow CRM to automate and streamline front- and back-office business processes, RightNow Technologies said yesterday.
The software helped create a largely paperless work environment for ResortCom, which RightNow said helped triple ResortCom's profitability, improve customer care and maximize yield for clients.
ResortCom, San Diego, provides services for owners and developers of vacation properties in the United States, Mexico and Central America. Services include providing quality, turnkey customer care for unit owners, timeshare program participants and more than 1 million guests yearly.
RightNow, Bozeman, MT, helps ResortCom respond to these customers' needs quickly, efficiently and consistently across all communication channels. ResortCom can use the insights these interactions provide into both individual customers and the market as a whole to pinpoint and capitalize on incremental revenue opportunities for its owner/developer clients.
ResortCom extended RightNow's workflow automation functions to back-office operations such as billing and lease management. This brought greater speed, simplicity and accountability to end-to-end business processes such as the resolution of disputed account charges.