RightNow Delivers Enhanced Customer Experience for Tesco's Tech Support Division

RightNow has been selected by Tesco’s Tech Support division to enable the retailer to deliver consistent responses to customers. Tesco Tech was searching for a solution that would enhance the capabilities of this division, which helps customers with questions concerning purchasing technology products online.


Peter Dinham reported in IT Wire that Tesco has turned to RightNow’s on-demand customer relationship management (CRM) solution to not only drive consistent responses, but also to log customer interactions through phone, e-mail and chat to provide a 360-degree view of the customer.

“Customer care is central to everything we do,” said Rod Brown, Managing Director, Tesco Tech Support, in a company statement. “Usually a business of our size might want to cut down on calls and emails from customers; our aim is quite the opposite.”

“We want our customers to get the support that they need at the time that they want it, and how they want it; for that, we feel RightNow is the partner of choice and supports our aim to ensure every customer has a superb experience with us, will recommend us to friends and ultimately purchase from us again,” Brown added.

The offering of RightNow’s hosted CRM model proved to be a key deciding factor for selection. Brown explained, “SaaS (News - Alert) is the simplest and safest way to store the knowledge. We don’t need to reinvent the wheel, which would just generate more work and ultimately cost, for ourselves. We will leave the technology behind the solution to the experts, and get on with providing the best customer service to our customers.”

According to Brown, once deployed, RightNow will support Tesco Tech Support’s customer care goal by giving them a single view of its customers enabling them to understand exactly why their customers contact them, helping them to respond accordingly.

“It will also empower agents and employees to respond to queries consistently and help customers to find answers to their questions via the web,” Brown told Dinham. “As a result, RightNow will support a multi-channel approach to superb customer experiences.”

RightNow has made an ongoing name for itself by delivering solutions that enable organizations to drive the ultimate in customer care. By offering its CRM solutions in a SaaS platform, RightNow can ensure that customers have only the solutions they need and not the costly fluff they don’t.

In the news, RightNow has been named a leading solution for government in Datamonitor’s CRM Decision Matrix; a U.S. Army Training Support Center is relying on RightNow CRM; and a RightNow customer has won the EMEA Award for CRM Excellence. The company is making positive waves and we should expect more to come.