Spendvision Selects RightNow to Help Improve its Customer Experience
Announcement posted by RightNow Technologies 07 Jul 2010
Sydney — July 7, 2010 — Spendvision <https://www.spendvision.com/sx/> , one of the world’s leading innovators of transaction management solutions, has selected RightNow <http://www.rightnow.com> (NASDAQ: RNOW) as its standard platform for customer service and support across its global business operations that currently services around 2.6 million users each year. Locally in the Australian market, customers include household brands such as NAB, Vodafone and The University of Sydney.
Working with RightNow, by the end of 2010 Spendvision plans to manage 25 per cent of all its customer enquiries via their self-service enabled web portal powered by RightNow . Here, customers will have a 24-hour information resource available allowing them to search and find accurate answers to their routine questions. Customers unable to find what they need then have the facility to contact the Customer Service team to request information via email, log a request via a web form with service tracking and monitor responses for compliance tracking against customer service level commitments.
An essential element to RightNow’s selection was its ability to provide Spendvision with tighter control over service level agreements (SLAs) while enabling its customers to track service request statuses through a report within the web channel. The capabilities in the RightNow service has enabled Spendvision to confidently ‘operationalise’ contracted customer service level commitments while delivering efficiency gains and transparency to all internal and external stakeholders of our customer support process.
Tanya Paroz, Customer Service Manager for Spendvision, said: “On an annual basis, around 250 million transactions pass through Spendvision providing organisations with a single hosted platform capable of tracking and managing all corporate transactions, including expenses, purchases, travel and telecom spend. Given the volume and value of financial transactions managed by our service, our customers expect rigorous service level management on associated service requests. Now, at any time, Spendvision can gain accurate service level details for any request passing through its global business. Customers can online track the progress of requests without the need to directly call Customer Service for a service update.”
Currently, the Spendvision Customer Service team is the single point of contact for all general requests, service faults and incidents, configuration changes and the status of transactional processing. By making it possible for customers to source information and updates online, Spendvision aims to deflect a quarter of all customer enquiries to the RightNow Web Experience <http://www.rightnow.com/cx-suite-web-experience.php> by the end of 2010.
“The RightNow interfaces are an amazing piece of technology. It will enable us to fulfill our strategic plans in 2010 and implement proactive reporting functionality and ensure that self-service becomes more appealing for our customers. At the same time, we’re thinking about adding web chat later in the year to provide an additional vehicle for assisting our customers with their information requirements,” says Paroz.
About Spendvision
Spendvision is a leading innovator of transaction management solutions. Through just one technology platform Spendvision delivers more effective purchasing that increases business profitability, improves decision making and delivers greater control and compliance. All this across the broadest range of transactions from simple cash, card, online travel bookings and telecoms right through to interactive coding, requisitions and dynamically funded accounts.
Spendvision is headquartered in the UK with offices in the US, Australia, New Zealand, Japan and Singapore and works with leading customers and partners around the world. The Spendvision solution is available direct to businesses and through partners across the banking, telecoms and travel sectors that provide the solution to their customers in their own brand.
www.spendvision.com <http://www.spendvision.com>
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 organisations deliver exceptional customer experiences across the web, social networks and contact centres, all delivered via the cloud. With more than eight billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2000 organisations around the globe. To learn more about RightNow, go to www.rightnow.com <http://www.rightnow.com> .
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.
Working with RightNow, by the end of 2010 Spendvision plans to manage 25 per cent of all its customer enquiries via their self-service enabled web portal powered by RightNow . Here, customers will have a 24-hour information resource available allowing them to search and find accurate answers to their routine questions. Customers unable to find what they need then have the facility to contact the Customer Service team to request information via email, log a request via a web form with service tracking and monitor responses for compliance tracking against customer service level commitments.
An essential element to RightNow’s selection was its ability to provide Spendvision with tighter control over service level agreements (SLAs) while enabling its customers to track service request statuses through a report within the web channel. The capabilities in the RightNow service has enabled Spendvision to confidently ‘operationalise’ contracted customer service level commitments while delivering efficiency gains and transparency to all internal and external stakeholders of our customer support process.
Tanya Paroz, Customer Service Manager for Spendvision, said: “On an annual basis, around 250 million transactions pass through Spendvision providing organisations with a single hosted platform capable of tracking and managing all corporate transactions, including expenses, purchases, travel and telecom spend. Given the volume and value of financial transactions managed by our service, our customers expect rigorous service level management on associated service requests. Now, at any time, Spendvision can gain accurate service level details for any request passing through its global business. Customers can online track the progress of requests without the need to directly call Customer Service for a service update.”
Currently, the Spendvision Customer Service team is the single point of contact for all general requests, service faults and incidents, configuration changes and the status of transactional processing. By making it possible for customers to source information and updates online, Spendvision aims to deflect a quarter of all customer enquiries to the RightNow Web Experience <http://www.rightnow.com/cx-suite-web-experience.php> by the end of 2010.
“The RightNow interfaces are an amazing piece of technology. It will enable us to fulfill our strategic plans in 2010 and implement proactive reporting functionality and ensure that self-service becomes more appealing for our customers. At the same time, we’re thinking about adding web chat later in the year to provide an additional vehicle for assisting our customers with their information requirements,” says Paroz.
About Spendvision
Spendvision is a leading innovator of transaction management solutions. Through just one technology platform Spendvision delivers more effective purchasing that increases business profitability, improves decision making and delivers greater control and compliance. All this across the broadest range of transactions from simple cash, card, online travel bookings and telecoms right through to interactive coding, requisitions and dynamically funded accounts.
Spendvision is headquartered in the UK with offices in the US, Australia, New Zealand, Japan and Singapore and works with leading customers and partners around the world. The Spendvision solution is available direct to businesses and through partners across the banking, telecoms and travel sectors that provide the solution to their customers in their own brand.
www.spendvision.com <http://www.spendvision.com>
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 organisations deliver exceptional customer experiences across the web, social networks and contact centres, all delivered via the cloud. With more than eight billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2000 organisations around the globe. To learn more about RightNow, go to www.rightnow.com <http://www.rightnow.com> .
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.