Overview
To provide a great customer experience, you have to do more than just answer your phones quickly. You have to achieve operational excellence across your company—from the contact center to the back office—so that you can consistently respond to and anticipate your customers’ needs.
That’s exactly what RightNow client ResortCom has done with the help of RightNow. In fact, by fully leveraging the accountability and automation RightNow can bring to virtually any internal or customer-facing business process, the company is meeting the needs of both its clients and its clients’ customers. As a result, its revenue has grown dramatically and its profitability is up 300 percent.
ResortCom provides a full range of services to companies that develop and own resort properties. These include specialized financial services—such as managing timeshare payments, servicing loans, and handling credit card transactions—as well as resort operations and customer care services. In addition, ResortCom empowers resort operators to generate substantial additional revenue from their customers through the sale of related services such as air travel and leisure activities.
As VP of Operations for ResortCom, and COO for Health Travel Guides, Alex Marxer’s job is to keep the customer experience at the center of everything these companies do. And with the help of RightNow®, they are succeeding on all levels—from customer support operations to effective marketing promotions. And the ease of use and the simplicity with which RightNow is deployed helped leap frog the launch of Health Travel Guides by roughly six months, something Marxer is particularly proud of.
Greg Gianforte