BOZEMAN, Mont., Aug. 15 /PRNewswire-FirstCall/ -- Nikon Corporation, a world leader in camera and digital imaging equipment, has won Nucleus Research's 2007 Technology ROI Award by using RightNow(R) Technologies on-demand customer relationship management (CRM) solution. Nikon distinguished itself from more than 130 end-user organizations vying for the award, which honors companies whose skillful deployment of IT solutions has produced a positive, bottom-line financial ROI. This is the fourth consecutive year that a RightNow customer has been honored with a Technology ROI Award.
With RightNow Service, an on demand solution for optimizing the quality of the customer experience and the operational efficiency of multi-channel contact centers, Nikon achieved a three-year return-on-investment (ROI) of 3,431 percent. Nikon has also reduced its average response to customer emails to 5 hours, while consistently scoring over 95 percent in its customer satisfaction surveys. Nikon uses RightNow Service worldwide in 19 languages and 50 countries.
With RightNow Service, Nikon customer service agents have real-time access to current knowledge on all customers who contact Nikon support, regardless of how they contact the company -- via phone, e-mail or the web. This information helps agents assist customers as quickly as possible and optimize the quality of each interaction. RightNow also powers Nikon's online self-service, which customers can access 24 hours a day. By effectively leveraging RightNow's complete solutions, the company has enabled customers to help themselves via the web, deflecting inquiries from its call center, while greatly increasing the efficiency of call center agents and improving the level of service provided to customers.
"RightNow has helped us provide a superior level of support and service to our valued customers across all of our channels," David Dentry, Nikon's general manager of technical support said. "RightNow has made it possible to provide customers with positive Nikon interactions, while at the same time lowering our operating costs. This type of ROI is amazing, and we are proud to have worked with RightNow to achieve it."
To learn more about Nikon and Nucleus Research's 2007 Technology ROI Awards please visit: http://www.roiawards.com/press.htm.
About Nikon
Nikon, At the Heart of the Image(TM). Nikon Inc. is the world leader in digital imaging, precision optics and photo imaging technology and is globally recognized for setting new standards in product design and performance for its award-winning consumer and professional photographic equipment. Nikon Inc. distributes the Nikon Total Imaging System of consumer and professional digital SLR cameras, Nikkor optics, Speedlights and System Accessories; Nikon COOLPIX(R) compact digital cameras; COOLSCAN(R) digital film scanners; 35mm film SLR cameras; Nikon software products and Nikon sports and recreational optics. At the heart of every Nikon camera is Nikon's Exclusive Feature System, making it easy for anyone to take amazing digital pictures. Through the Nikon Spirit Initiative(TM), the company, plays an active role in supporting aspiring and advanced photographers through a variety of philanthropic organizations, educational programs, events and workshops. For more information, dial (800) NIKON-US or visit http://www.nikonusa.com/, which links all levels of photographers to the web's most comprehensive photo learning and sharing communities.
About Nucleus Research
Nucleus Research is a global provider of IT research and advisory services that provides CFOs, CIOs and their staffs with the real-world information they need to maximize the business returns from their technology investments, including successfully executing their IT deployments and determining the business value of their initiatives. Nucleus Research is the only technology research firm that is registered with the National Association of State Boards of Accountancy (NASBA). For more information, visit http://www.nucleusresearch.com/.
About RightNow Technologies
RightNow delivers the high-impact technology solutions and services organizations need to cost-efficiently deliver a consistently superior customer experience across their frontline service, sales and marketing touch-points. Approximately 1,800 corporations and government agencies worldwide depend on RightNow to achieve their strategic objectives and better meet the needs of those they serve. RightNow is headquartered in Bozeman, Montana. For more information, please visit http://www.rightnow.com/.
RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.
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