© 2007 RightNow Technologies, Inc.

Understanding the Power of RightNow 8™

David McCurrachSenior Solutions ConsultantRightNow Technologies

April 10, 2007

Agenda

•Overview: What’s New in RightNow 8 – Core product enhancements– RightNow Service™ – Incident Management– RightNow Marketing™ – Proactive

Communication – RightNow Feedback™ – Surveys (old RightNow

Metrics™)

•Product demonstration

•Upgrade Process

The RightNow Solution

The RightNow Solution-RightNow Service™

- Self-Service- Email Management- Chat- Knowledge Management- Incident/Case Management

-RightNow Marketing™- Proactive communications- Newsletters- Updates

-RightNow Voice™- Incident management- Knowledge management- Password reset- Contact management- And more…

-RightNow Feedback™- Surveys- Research

Solution Based Software

Government Segments Functional Programs

• Transportation

• Economic Growth & Development

• Housing

• Education

• Finance & Treasury

• Health and Human Services

• Agriculture

• Department of Defense

• Intelligence

• Political & Advocacy Groups

• Non-Profits

• Call Centers

• Citizen and Partner Portals

• Case Management

• Outreach Campaigns

• Event Management

• Web Self Service

• Voice Self Service

• Mobile Worker Support

• Outcome Tracking

• Outreach Notification

• Eligibility Determination

• Assessment & Triage

• Entitlement/Grant Management

• Evidence/Document Management

Core Product Enhancements

• SmartClient Technology– Rich user experience– Better performance

• New User Interface– Highly intuitive – Personalized business process

management

• Workspace Designer– Role-based profiles– In-context analytics– Drag-and-drop screen layout

customization

Incident/Case Management Enhancements

• Improved Agent Efficiency– Enhanced for “mouse-less”

operation– “Tasks” enables additional level of

workflow

• Enhanced Answer Management– Central answer information on one

screen– New WYSIWYG editor

• Flexible Business Processes– High level of personalization– Graphical workflow management

Proactive Communication Enhancements

• Improved Mailing Controls– Recency/Frequency caps– Enhanced proofing

• Easy Content Creation– Improved WYSIWYG editor– Drag-and-drop Toolbox– Content Templates

• Enhanced Collaboration– Tasks– Notes– Audit Log

RightNow Feedback

• Capture feedback across all customer touch points

• Pre-built feedback templates– Customer advocacy management– Customer satisfaction monitoring– New product development

• Automate follow-up and analysis

• Replaces RightNow MetricsTM

RightNow Analytics

• In-line and contextual

• Report Design Center– Drag-and-drop creation– Real-time preview

• Customizable dashboards, reports, and homepages

• Historical trending

RightNow 8 Demo

How to Upgrade to RightNow 8: Step-by-Step

• Review RightNow Upgrade Documentation (Answer 1941)

• Submit incident to: rightnow.custhelp.com• Work with Upgrade Team to set up test site• Add your customizations to the upgrade test site• Verify the data & functionality in your upgrade test site• Train your staff• Provide sign off on your upgrade test site via your

Upgrade Checklist• Execute your upgrade

Upgrade to RightNow 8

• RightNow 8 SmartConversion Classes: Online and Regional– http://www.rightnow.com/support/education.html

• RightNow 8 Upgrade Services:– Contact your account manager for a personalized upgrade services package

• Step by Step instructions available at: – RightNow Support knowledge base, Answer ID 1941– Also available through the “My Stuff” tab, by clicking the “Upgrade RightNow”

link