Overview
RightNow client Becker Professional Review has a long history of delivering exceptional value to college students and accounting professionals. To maintain its competitive advantage, however, Becker continues to invest in differentiating capabilities—as well as in efficiency improvements that help it operate more profitably.
RightNow is helping Becker succeed on both fronts. With its innovative deployment of RightNow's hosted CRM solution, Becker is delivering exceptional, value-added service to students across all communication channels, while reducing costs.
Becker has deployed RightNow to optimize its ability to provide current students, prospective students, and others with fast, accurate answers to their questions regardless of how they choose to interact with the organization. In fact, RightNow has been widely implemented across DeVry’s other business units—including DeVry University Online, Ross University, and Chamberlain College of Nursing. In this highly decentralized environment, RightNow is used by more than one thousand agents in different groups. Most units use RightNow for managing interactions with students across all communication channels—including phone, email, web self-service, and postal mail. Becker, however, has taken the additional step of integrating RightNow with its fax servers, so that a RightNow incident is automatically opened whenever a student sends a fax.
The impact of Becker’s implementation has been significant. For example, the ratio of service incidents to completed registrations used to be 3:1. Now, with RightNow’s effective web-based CRM solution in place, there is on average only one service incident required per registration – a reduction of 67 percent.
Greg Gianforte