RightNow(R) Technologies
(Nasdaq: RNOW) today announced Nikon's worldwide deployment of RightNow
Service(TM) has resulted in dramatic, quantifiable improvements in both the
quality and operational efficiency of its digital camera unit's technical
support organization. As a result, the company supports its legendary brand
with a superior customer experience across all communication channels, while
it reaps significant cost savings.
Key metrics that demonstrate the substantial impact of the RightNow system
on Nikon's service performance include a 30-second reduction in the time it
takes to initiate resolution of a customer's problem on the phone and a
60-percent reduction in email response times. Nikon has also been able to
maintain flat department headcount, even as unit sales increased substantially
over the past two years.
At the same time, Nikon has been able to achieve customer satisfaction
ratings of more than 95 percent.
Nikon uses RightNow Service to manage and automate its phone, email, web,
and fax interactions. Nikon Europe has completed an implementation covering
the entire continent and 12 languages. The company's Japan office has
deployed RightNow to support its Japan market, and a rollout is underway to
use RightNow across the rest of its Asian operations.
By giving Nikon's global support staff easy access to all the
service-related information they need, RightNow enables them to quickly and
effectively resolve customers' issues. RightNow's acclaimed knowledge base
management technology helps ensure all answers given across all channels are
up-to-date, accurate, and consistent.
RightNow also makes it easy for customers to search this knowledge base on
the web, providing a powerful 24-hour-a-day self-service resource and reducing
the total number of incidents Nikon's staff has to handle.
"Happy customers are more likely to buy from you again and more likely to
generate word-of-mouth, which is the best form of advertising," David Dentry,
general manager of Nikon Inc.'s Technical Office for digital camera products,
said. "RightNow's on demand CRM solutions have helped us to achieve this
critical level of customer satisfaction, while it simultaneously delivers
enormous gains in efficiency."
RightNow also provides Nikon with valuable insight into customer needs and
behaviors, which can then be used by product managers and marketers for
competitive advantage.
"Customer-centric companies make sure they care for and understand their
customers," Peter Dunning, president of field operations at RightNow, said.
"Nikon is clearly such a company, and its extensive deployment of RightNow is
clearly supporting that customer-centricity in ways that are having
substantial impact on its bottom-line performance."

About Nikon
Nikon Inc. is the world leader in precision optics, 35mm and digital
imaging technology and is recognized worldwide for setting new standards in
product design and performance for its award-winning consumer and professional
photographic equipment. For more information visit http://www.nikon.com.

About RightNow Technologies, Inc.
RightNow (Nasdaq: RNOW) provides organizations with industry-leading on
demand CRM solutions to build customer-focused businesses. RightNow's
acclaimed technology, comprehensive services and commitment to customer
success deliver high returns on investment for its customers. More than 1,300
organizations worldwide use RightNow solutions including British Airways,
British Telecom, Cisco Systems, Continental Tire North America, John Deere,
Nikon and the Social Security Administration. Founded in 1997, RightNow is
headquartered in Bozeman, Montana, with additional offices in North America,
Europe and Asia. For further information, please visit http://www.rightnow.com.

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