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RightNow
Company Information
 Year founded:
1997
 Ownership: Public (Nasdaq: RNOW)
 Number of employees: 530 (2005)
 Annual revenues: $110.4M (USD) (2006)
 Target market: Midmarket
 Vertical markets:
CRM
Education
telecommunications

Telecommunications

retail CRM Retail
RightNow vertical solutions focus on the Direct-to-Consumer industries.
 Company locations: Bozeman, Montana (headquarters)
Europe
Asia
 Awards:
 Certifications: None identified
 Partners: IBM
 Partner programs: Yes, limited partner channel (primarily gained in the Salesnet acquisition)
 Reivew site: Rightnow Review
Product Information
 Subscription pricing Varies
 Add-on charges: Yes
 Hosted and/or on-premise Hosted and on-premise
 Underlying technology  
 Product name RightNow Service
RightNow Sales
RightNow Marketing
 Product modules

Sales Force Automation, Marketing, Customer Service

Hosted Delivery
Service Level Agreement (SLA): Yes
SLA guarantee Yes
SLA financial guarantee Yes
Support Programs: Help desk, self service portal, partner network
About RightNow

RightNow is best known for their customer support and self service portal software solutions. The company has always lacked with Sales Force Automation and Marketing and in 2006 acquired SaaS company Salesnet to remedy this weakness. The Salesnet acquisition has yet to prove anything substative.

Things we like about RightNow:

  • Great customer support module
  • Great self service portal
  • Good computer telephony integration (CTI)

Things we don't like about RightNow:

  • Poor SFA and marketing
  • Fat client technology and heavy client side downloads not conducive to efficient hosting

 

Various trademarks held by their respective owners.

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