BOZEMAN, Mont., Feb. 28 /PRNewswire-FirstCall/ -- RightNow(R) Technologies , a leading provider of on demand CRM software solutions, today announced University of South Florida (USF) is effectively and efficiently supporting its growing portfolio of IT services by using RightNow Service(TM) as its strategic CRM platform. USF's RightNow implementation has been so successful it has been able to handle an eight-fold increase in support volume -- from 5,000 annually to 40,000 annually -- in the last four years without increasing staff headcount.

RightNow provides a complete, integrated environment for managing support interactions across phone, email, web and chat channels -- ensuring support staff always have all the information they need to solve computing problems, regardless of how the end-user chooses to contact the help desk. This multi-channel environment also facilitates collaboration among support staff. In addition, by tracking the number of incidents and the amount of time spent with end-users by problem type, RightNow enables USF managers to see which issues are consuming help desk resources.

IT support has become a critical issue for universities, which are offering a greater range of computing resources to students and faculty members who, in turn, have become increasingly dependent on those resources in their daily activities. Fast, effective technical support is essential to optimize the educational experience and ensure the university realizes the full value of its considerable technology investments.

"By providing better technical support, we are making a significant contribution to the quality of life across the entire institution," Merri Schaffner, manager of USF's Academic Computing Help Center, said. "RightNow Service has enabled us to continuously improve the quality, speed and efficiency of our support operations so that we can fulfill an ever-expanding mission with a fixed budget."

Because of its extensive internal technical expertise, USF elected to implement RightNow Service internally -- unlike the majority of customers who implement RightNow's CRM solutions as hosted, on demand services. USF was able to complete installation and "go live" with the system in just 48 hours. The software's ease-of-use is particularly important to USF, since its help desk is staffed by students and turnover is fairly high. RightNow's highly intuitive user interface and robust knowledge base allow new staffers to become productive right away.

"RightNow Service has consistently proven itself to be of extraordinary value in multi-channel technical support contact centers, including in many universities across the globe," Sean Forbes, vice president of marketing and business development at RightNow, said. "USF's ability to deliver responsive support in a growing IT environment without increasing headcount highlights this powerful value proposition."

About the University of South Florida:

With an enrollment of over 42,000, the University of South Florida (USF) is the second largest university in the southeast and among the top 20 in the nation. USF is also one of the nation's top research institutions, generating more than $250 million annually in sponsored contracts and grants.

About RightNow Technologies, Inc.

RightNow provides organizations with industry-leading on demand CRM solutions to build customer-focused businesses. RightNow's acclaimed technology, comprehensive services and commitment to customer success deliver high returns on investment for its customers. More than 1,200 organizations worldwide use RightNow solutions including British Airways, British Telecom, Cisco Systems, Continental Tire North America, The Dow Chemical Company, John Deere, Nikon and the Social Security Administration. Founded in 1997, RightNow is headquartered in Bozeman, Montana, with additional offices in North America, Europe and Asia. For further information, please visit http://www.rightnow.com/.

RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.

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All statements included in this press release, other than statements or characterizations of historical fact, are forward-looking statements. These forward-looking statements are based on our current expectations, estimates and projections about our industry, management's beliefs, and certain assumptions made by us, all of which are subject to change. Forward-looking statements can often be identified by words such as "anticipates," "expects," "intends," "plans," "predicts," "believes," "seeks," "estimates," "may," "will," "should," "would," "could," "potential," "continue," "ongoing," similar expressions, and variations or negatives of these words. These forward-looking statements are not guarantees of future results and are subject to risks, uncertainties and assumptions that could cause our actual results to differ materially and adversely from those expressed in any forward-looking statement.

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BRNOW

CONTACT: Jason Treu of RightNow Technologies, +1-972-232-3977, cell,
+1-214-893-3096, jtreu@rightnow.com

Web site: http://www.rightnow.com/

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