RightNow Customer PhotoBox Wins EMEA Award for Customer
Experience
Presented at the 2010 Gartner Customer Relationship Management
Summit, London
BOZEMAN, Mont.--(BUSINESS
WIRE)--RightNow
(NASDAQ:RNOW) customer, PhotoBox,
Europe?s leading online community for photo printing, sharing and
personal publishing, has won the Gartner and 1to1 Media CRM
Excellence
Award in the category of Customer Experience.
The Gartner and 1to1 Media awards program highlight innovative
companies
that are making a big impact through their customer relationship
strategy and achieving an unrivaled level of excellence in
delivering
the customer experience.
As the Customer Experience category winner, PhotoBox successfully
demonstrated to the judging panel how it transformed its business
through a series of technological and cultural initiatives to
become
?customer-obsessed.?
Central to PhotoBox?s success, and underpinning the whole customer
care
initiative, is a robust ?Voice of the Customer? program that
captures
customer feedback from a range of sources including service
incidents
across its multi-channel contact center operations. Insight from
that
feedback is then used by each business unit to identify where
changes
and improvements are necessary, covering everything from the
customer
care operation, website, internal processes, to product
development and
production. Using the insight to drive informed decisions, the
company
successfully achieved its four main objectives to:
-
Increase sales among existing customers ? sales increased by
15%
-
Improve the overall customer experience by supporting customers
in
multiple ways and so reduce the number of inbound contacts ?
inbound
contacts reduced by 7.7 percent
-
Balance the ratio of inbound contacts versus orders ? reduced
from 20.2% to 16%
-
Increase customer acquisition through refer a friend scheme ?
registrations increased by 24 percent
From a cultural perspective, PhotoBox has also implemented a
number of
staff-related practices aimed at encouraging its workforce to
consider
how their day-to-day actions can have consequences on the customer
experience. For instance, each employee has the control and
reduction of
contact ratios as a performance objective and every bonus is
linked to
it. Renaud Besnard, PhotoBox?s Group Operations Director explains:
?Analysis of customer incidents typically showed that when a
customer
contacted us, in nearly every instance, we could tie the reason
for
contact back to a specific occurrence that was usually because of
something we?d done. So the natural course of action was to
instigate
more accountability for staff in the shape of an objective that
integrates the delivery of exceptional customer experience with
staff
objectives and incentives.?
PhotoBox?s RightNow-enabled contact center is at the hub of its
customer
experience success. It uses RightNow to build a single view of
customer
interactions that contact center agents can use to provide a fast
and
efficient service to customers when handling enquiries across
phone,
email, web and chat channels. Trends and issues captured during
those
service incidents are then easily identified and analyzed, and
turned
into actionable insight with reports sent to heads of departments ?
helping it to continuously improve the quality of the customer
experience it delivers.
Commenting on the award win, Besnard said:
?We are absolutely delighted to have won this accolade from
such an
esteemed awarding body as Gartner and 1to1 Media. We believe it?s a
great testament to all the hard work the team has put in and a
fantastic
endorsement of how customer obsession can and should become the
DNA of
every consumer-oriented business.?
About PhotoBox
PhotoBox is the leading online photo printing and publishing
service in
the UK and Europe, pioneering online printing, storing, sharing,
community and publishing services for digital photos, before
extending
its range to innovative products such as photo books, calendars,
and
greeting cards.
The company merged with Photoways, the leading French service, in
April
2006 thereby creating the European market leader, which now boasts
over
8.5 million members and nearly 200 million photo prints. The group
is
backed by leading Venture Capital firms Index Ventures, Highland
Capital
and HarbourVest. Stan Laurent, formerly Chief Operating Officer at
AOL
Europe, is President and CEO and Mark Chapman, co-founder of
PhotoBox,
is Managing Director of the UK business.
For more information, please visit: www.Photobox.co.uk
About RightNow
RightNow is helping rid the world of bad experiences one consumer
interaction at a time, seven million times a day. RightNow CX, the
customer experience suite, helps organizations deliver exceptional
customer experiences across the web, social networks and contact
centers, all delivered via the cloud. With more than eight billion
customer interactions delivered, RightNow is the customer
experience
fabric for nearly 2000 organizations around the globe. To learn
more
about RightNow, go to www.rightnow.com.
RightNow is a registered trademark of RightNow Technologies, Inc.
NASDAQ
is a registered trademark of the NASDAQ Stock Market.
FRNOW
Media:
RightNow Technologies
Chaundera Wolfe,
406-556-3323cwolfe@rightnow.comRead
more