CW Government Selects Rightnow Technologies

RightNow Technologies today announced that CW Government
Travel, Inc. (CWGT) has integrated
RightNow Service with its online travel and expense management
system, E2 Solutions, launched in January 2004.  RightNow Service successfully met CWGT’s rigorous specifications for a web-based CRM
system—including integrated web self-service/email/chat functions,
agency-specific policy customization, NIST-compliant security standards and
Section 508 compliance for users with disabilities—and ultimately played a
key role in the company’s win of the U.S. General Services Administration
(GSA) eTS Travel contract.  In the near term, the company plans to integrate RightNow
Service with its Avaya call center system.

        CWGT has been serving dozens of federal agencies and thousands
of government travelers for millions of business trips.  The recently
launched E2 Solutions allows government travelers to easily manage the
complex processes associated with travel, authorizations, ticketing and
reimbursements using a turnkey online self-service system.

        “As we transitioned away from phone-based to web-based travel
transactions, having a high quality online customer service solution became
critical to our success,” Katherine Morris, Director of Operations at CWGT,
said.  “Among the several CRM vendors we evaluated, RightNow was best able
to meet all of the challenging customer service requirements presented by
the GSA contract.  Furthermore, we expect to see significant reduction in
incoming calls by deploying the RightNow system.”

Because RightNow is also available as a web-based service, it offered CWGT
an ideal means of providing a complete, integrated online customer service
solution without having to purchase or manage hardware infrastructure to
support the application.  RightNow’s unmatched track record of success with
more than 50 deployments at federal government agencies also proved to be a
compelling factor in CWGT’s choice of RightNow as its strategic technology
partner.

“CWGT’s selection of RightNow as its customer service platform
for E2 Solutions highlights RightNow’s unique ability to enable efficient
and high quality customer interactions 24 by 7,” Sean Forbes, vice president
of Marketing and Business Development at RightNow, said.  “Being chosen as
the CRM partner to support E2 Solutions is especially meaningful to us
because it is the leading online travel and expense management application
used by our government employees.  Our combined expertise in online customer
service and government sector will contribute significantly to E2 Solutions’
growing success.”
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