Goals

• Rapidly improve service quality across all communication channels
• Cost-efficiently link three contact centers on two continents
• Ensure ability to evolve customer service capabilities over time

Achievements

• Achieved competitively differentiated customer experience in an increasingly commoditized market
• 50% monthly cost reduction, while enhancing service team productivity
• RMA integration delivers greater efficiencies and more timely responses to customer needs

“Today's corporate customers are more demanding than ever before. They require access to information at their convenience—24 hours a day/7days a week—and have little tolerance for delays, mistakes, or miscommunications. With RightNow, we can be sure Proxim is effectively meeting those demands.”

- Ken Melrose, Eservice Center/Networking Security Manager, Proxim 

RightNow's web-based architecture allowed Proxim to provide a common customer care and support environment for its contact centers: the Tier 1 facility in Bangalore, India; the Tier 2 facility in Lancaster, Calif.; and the Tier 3 facility at the company's Sunnyvale, Calif. headquarters. This RightNow environment supports phone, email, and web channels in an integrated manner. It also provides the comprehensive rules-based workflow/escalation necessary to ensure incidents are handled in a timely and appropriate manner—as well as the reporting the company's managers require to pinpoint problems and opportunities for quality improvement.

With RightNow CX, Proxim realized a 50 percent monthly cost reduction and increased availability of customer service and support. RightNow also enabled the company to provide web-based self-service, automated email response management, customer satisfaction metrics, and powerful reporting tools.

RightNow gives Proxim greater visibility into its customers' needs and behaviors. Because the RightNow customer experience solution captures all customer service interactions across all channels in a common database, Proxim managers can quickly determine what sorts of issues are of great concern to customers—so they can respond appropriately.

Proxim has also integrated RightNow with its return merchandise authorization (RMA) system to make the process more efficient and respond more rapidly to its customers' needs.

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About Proxim, Inc.

Proxim Corporation is a global leader in wireless networking equipment for Wi-Fi and broadband wireless networks. The company provides enterprise and service provider customers with wireless solutions for the mobile enterprise, security and surveillance, last mile access, voice and data backhaul, public hot spots, and metropolitan area networks.