RightNow Picked to Assist with Jackson Hewitt Tax Customers

RightNow Technologies officials say their CRM on-demand product is "assisting" 200+ service representatives for Jackson Hewitt Tax Service, a tax prep company, give better customer support experiences.

Specifically, RightNow officials say, the tool lets reps view "contextual and timely" information for each customer call, see a single, unified view of all customer and franchisee interactions and access the same self-learning knowledge base used on the company’s Web site for more consistent and accurate answers.

Jackson Hewitt piloted the RightNow product this past tax season at the peak of its seasonal activity -- throwing it to the wolves right out of the gate "to ensure it was robust enough to handle its high volume of interactions with franchisees, while simultaneously improving their support experiences," according to RightNow officials. Indeed, if it can handle that mad rush it's probably the right tool for the company. 

“The successful trial of the RightNow on demand solution during our busy season proved that it could help us deliver a better customer experience and could scale to meet our needs during the most demanding time of year,” says Danamichele Brennen, Chief Technology Officer, Jackson Hewitt. She added that using the tool, "call volumes dropped, questions were answered and we received positive responses from our franchise system.”

In April TMC reported that Bozeman, Montana-based RightNow unveiled new "defense-ready hosting capabilities" designed to support both the Department of Defense and other civilian government and intelligence agencies, according to company officials, who added that "two commands within the DoD have made the decision to move ahead" with this new offering.

RightNow has been working government contracts for over ten years, and today counts clients in over 155 public sector clients, including nearly every US cabinet-level agency as well as the Army, Marines, Air Force, members of the Intelligence Community and DoD.

“In the last year, our North America public sector sales grew 66 percent, showing the demand for cloud based CRM is growing among government agencies,” says Kevin Paschuck, vice president, public sector, RightNow.