Overview
As the newly promoted general manager of Nikon Inc.’s Technical Office (TO), David Dentry was tasked with making sure that his company could deliver the kind of premium experience customers expected from the premier photography brand—even as growing sales were taxing existing resources.
Dentry clearly succeeded. With RightNow’s help, he and his TO team have improved the responsiveness of Nikon’s marketing, sales, and customer service organizations to customers across all communication channels, even as the company’s unit sales volume has increased substantially. To make this achievement more remarkable, departmental headcount has been kept flat in most cases—and in others has actually been reduced.
In the process, the company has earned accolades for the significant return on investment (ROI) that RightNow has helped them accomplish. Nikon received the ROI Leadership grand prize award from Ziff Davis Media's Baseline magazine and a Technology ROI award from Nucleus Research for achieving a three-year return-on-investment of more than 3,200 percent on the customer service portion of its RightNow implementation alone.
With RightNow's SaaS CRM software solutions Nikon reaped real results on a global scale. Nikon has greatly improved visibility into their customer base, reduced call response time by 50 percent, email response time by 70 percent, and watched their customer satisfaction scores rise to more than 95 percent.
Greg Gianforte