RightNow Technologies Cites Two Big CU Deploys Of Knowledge Platforms

BOZEMAN, Mont. – RightNow Technologies said Monday that its customer service and support solutions have now been deployed by $1.3 billion First Tech Credit Union and $2.5 billion Delta Employees Credit Union. Oregon-based First Tech is using RightNow technology as a knowledge platform for member service reps in its call center and is already seeing savings of 250 hours a month in employee productivity, according to the CU’s director of HR and training, Wayne Young. Atlanta-based DECU is using RightNow’s customer service solution in its call center, e-mail, Web and bricks-and-mortar channels, the credit union said. It said it has seen a reduction in member e-mails of 80% and is fielding approximately 5,000 fewer phone calls a month, particularly through the use of the Web as a self-service channel for members seeking a variety of information.