European Travel Organization Selects CRM Solution

Taps RightNow service to increase customer service quality, reduce costs

Taps RightNow service to increase customer service quality, reduce costs

Bozeman, MT — March 26 — European travel services provider Opodo said it has selected RightNow Service as its platform for integrating its multi-lingual online and offline customer service operations.

With RightNow's self-learning knowledge base and customer case management system implemented across its Web and e-mail channels, Opodo said it would increase the quality of the customer care it provides while reducing operational costs.

Providing superior self-service is critical to Opodo's business, and this is particularly so on the Web, as a vast majority of its customers already make bookings and manage their accounts online.

RightNow said it has built a self-learning knowledge base that uses artificial intelligence to analyze and sort queries so that the most popular and useful answers come to the top of an extensive list of Opodo knowledge items on the Web site. This enables Opodo customers to find answers to most of their questions almost immediately, minimizing their need to telephone or e-mail the company.

"RightNow allows us to gather and implement customer feedback, providing a real-time online support channel to our customers that is continually updated based on the questions they ask," Vincent Bourke, Operations director at Opodo, said. "We have also put this customer-driven knowledge base in the hands of our call center operators, to ensure they provide our customers with the highest quality of care."

Another factor in Opodo's selection of RightNow was RightNow's hosted application delivery model, which removes the capital costs and management burdens sometimes associated with internally deployed enterprise applications.

Opodo has deployed RightNow in English, French and German to support its presence in multiple European markets.

"Travel organizations face the challenge of having Web customers that often want immediate answers to their questions concerning their travel needs," Sean Forbes, vice president of Marketing and Business Development at RightNow, said. "We look forward to working with Opodo and making customer service a true differentiator for their business."