Jackson Hewitt Taps RightNow On Demand CRM


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RightNow On Demand CRM Helps Jackson Hewitt Improve Customer Care for Franchisees and Customers

Bozeman, Mont., Wednesday, June 03, 2009

RightNow Technologies (NASDAQ: RNOW) is assisting Jackson Hewitt Tax Service®, a leader in the tax preparation industry, to improve customer support experiences by deploying the RightNow on demand customer relationship management (CRM) solution in its customer service center. The RightNow on demand solution will help Jackson Hewitt’s 200+ service representatives deliver better customer and franchisee support experiences by allowing the representatives to:

* View highly relevant, contextual, and timely information for each customer call
* See a single, unified view of all customer and franchisee interactions
* Tap into the same self-learning knowledge base used on the Company’s web site to ensure consistent and accurate answers

The RightNow on demand solution will also provide Jackson Hewitt® with increased customer service center productivity, lower customer support costs and higher customer satisfaction rates.

Trial Proves Successful During Busy Tax Season

Jackson Hewitt piloted the RightNow solution this past tax season at the peak of its seasonal activity to ensure the solution was robust enough to handle its high volume of interactions with franchisees, while simultaneously improving their support experiences.

“The successful trial of the RightNow on demand solution during our busy season proved that it could help us deliver a better customer experience and could scale to meet our needs during the most demanding time of year,” said Danamichele Brennen, Chief Technology Officer, Jackson Hewitt Tax Service Inc. “The success that we saw after the first few weeks was impressive: call volumes dropped, questions were easily answered and we received very positive responses from our franchise system.”

Read more about Danamichele Brennen’s view of customer service here: http://www.rightnow.com/blog/customer-voice/customer-delight

About Jackson Hewitt

Jackson Hewitt Tax Service Inc. (NYSE: JTX), with approximately 6,600 franchised and company-owned offices throughout the United States during the 2009 tax season, is an industry leader providing full-service individual federal and state income tax return preparation. Most offices are independently owned and operated. The Company is based in Parsippany, New Jersey. More information may be obtained at www.jacksonhewitt.com.

About RightNow Technologies

RightNow (NASDAQ: RNOW) delivers the high-impact technology solutions and services organizations need to cost-efficiently deliver a consistently superior customer experience across their frontline service, sales and marketing touch-points. Approximately 1,900 corporations and government agencies worldwide depend on RightNow to achieve their strategic objectives and better meet the needs of those they serve. RightNow is headquartered in Bozeman, Montana. For more information, please visit RightNow Technologies.

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

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RightNow Technologies
Sara Crow, 406-548-3266
[email protected]
Horn Group for RightNow Technologies
Amy Grady, 415-905-4045
[email protected]

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