RightNow Joins Anti-spam Coalition, Expands Global Operations

Kevin Newcomb

Updated · Nov 25, 2003

Bozeman, Mont.-based customer service and support (CSS) solution provider RightNow Technologies on Monday announced that it has joined the Network Advertising Initiative’s (NAI) Email Service Provider Coalition (ESPC) to support legitimate marketers’ fight against spam.

RightNow joins a list of email service providers in their effort to preserve the integrity of email as an effective business communication medium by delivering technology solutions to eradicate spam, collaborating with Internet Service Providers (ISPs) to refine spam policies, building consumer awareness and helping to define public policy.

“The ESPC members, including RightNow, understand the importance of combating spam while preserving email as a viable communication channel,” J. Trevor Hughes, executive director of ESPC, said. “We are absolutely thrilled to have RightNow join our coalition and bring its unique perspective and proactive participation to our initiatives-both technological and legislative.”

Introduced in September 2003, RightNow Outbound allows marketers and service managers to mine rich customer service data in order to proactively address customer issues and send relevant email marketing messages. Because most customer interactions occur post-sale rather than pre-sale, RightNow Outbound’s management and analysis of both customer service and marketing data within a single application enable companies to develop compelling email communication strategies that drive customer satisfaction and cross-sell, up-sell opportunities.

RightNow formed a dedicated deliverability management team chaired by Alan Rassaby, the company’s vice president of Legal and Risk Management, to collaborate with leading ISPs and industry organizations to ensure the delivery of legitimate emails sent on behalf of RightNow’s customers and to promote email deliverability best practices.

“RightNow is committed to allocating resources to ensure our customers’ permission-based emails to deliver proactive customer service and high value product offers are not confused with spam by the ISPs,” Rassaby said. “We are joining the ESPC to further this goal and to show our support for its Project Lumos. Despite the growing spam problem, the email medium remains one of the most cost-effective and results-driven communication vehicles for both small and large companies.”

Last week, RightNow announced plans to expand its global operations in Europe and the Northeast United States. The company plans to double its sales force in the U.S. and Europe and is on track double its sales staff worldwide before the end of this year. RightNow will also commit additional resources to expand its PRISM partnership program that supports VARs and systems integrators who sell and deploy RightNow’s solutions in Europe.

“Whether regional economies are strong or weak, companies have to take excellent care of their customers to succeed,” Peter Dunning, executive vice president of Worldwide Field Operations at RightNow, said. “The consistent, proven impact that RightNow has upon customer service, and its extended influence on the overall business performance, has made us a compelling purchase for companies of every size, and in every vertical market segment.”

RightNow previously had offices in Bozeman, Dallas, San Mateo, London, and Sydney, with an associated office in Tokyo.

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