Goals

• Make the entire organization more responsive to customers
• Optimize performance and efficiency of customer service across all channels
• Rapidly elevate acquired business units and outsourced contact center to corporate standards

Achievements

• Product management, manufacturing, and other departments gain rich, actionable customer insight
• Real-time feedback saves company thousands in product returns
• Estimated more than $250,000 in annual savings achieved through self-service
• Voice application paid for itself in 90 days
• Software-as-a-service enables new users anywhere to be added right away

“Both the strength of our brand and our bottom-line business performance depend to a large degree on how well we understand and respond to our customers. With RightNow, we are able to maximize that understanding and responsiveness—even as we continue to drive down costs.”

- Chuck Udzinski, Consumer Services Manager, Black & Decker

RightNow’s incident management system is the core of Black & Decker’s success, empowering the company to address customer or product issues immediately. For example, the company received early customer feedback on a part malfunction, took corrective action, and saved thousands of dollars in product returns. Enabling customers to help themselves has also proven beneficial, with RightNow, Black & Decker reduced email volume by 25 percent and answered 94.6 percent of the 854,984 customer questions brought to the system in the first year. The self-service features deflected tens of thousands of calls—creating an annual savings of $250,000. The RightNow voice self-service system handled over 50 percent of customer inquiries—and paid for itself in about 90 days. The contact center applications also provide new employees, as well as newly acquired companies, with consistent, accurate information which helped reduce training time. 

Black & Decker Support Site | Black & Decker Homepage 

About Black And Decker Corporation 

Black & Decker® is a global manufacturer of power tools and accessories, hardware and home improvement products, and technology-based fastening systems. The company markets its products and services in more than 100 countries, with manufacturing operations in 11 countries.