RightNow Brings Sales to Service

Borck, James R.
October 2004
InfoWorld;10/4/2004, Vol. 26 Issue 40, p16
Trade Publication
This article reports on the launch of RightNow CRM 7.0, an integrated customer relationship management suite that builds on the e-services framework of RightNow Technologies. The suite will be available in a hosted implementation or for on-premise deployment. Although RightNow Sales tend to be short on functionality found in competitors such as Salesforce.com, it does offer some advanced features. For example, rules-based workflow allowed users to automatically populate to-do lists with new tasks whenever leads were added. Forecasting analysis and quota tracking will also keep sales teams on track. The Sales interface appends an Outlook-style icon bar and subtabs that made for easy data access. Despite its frequent demand for screen refreshes, the Sales interface offered a good organization that would be welcome across the rest of the suite. Other features include Offer Advisor, which let users quickly view relevant up-sell offers from support and service cases and a marketing tool that could be utilized to graphically design and automate campaign workflows.


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