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Updated CRM App – RightNow

RightNow Technologies released RightNow CRM 7.5, the latest version of the company’s on demand CRM solution.

The package consists of three integrated applications – RightNow Marketing, RightNow Sales, and RightNow Service – that all use a common database, common business rules management and a common workflow engine.

One new addition in 7.5, the marketing component, adds the ability to have specific business events, such as customer purchases or registrations, automatically trigger multi-stage, multi-channel campaigns. Other additions include enabling users to embed customer-specific promotional codes and logins within message links, giving more granular response tracking, and the addition of SMS text messaging as a marketing communications channel.

The update to RightNow Sales features advanced disconnected data synchronization and tight integration with Microsoft Outlook e-mail, calendar, contact and task management functions, the Bozeman, Mont.-based hosted application service provider said in statement.

RightNow Service adds features to help agents identify and act upon qualified sales opportunities more quickly, now automatically routing them to the appropriate salesperson for follow-up. This enables companies to take advantage of the fact that the majority of their customer interactions take place with customer service — rather than with sales or marketing, the company added.

RightNow CRM 7.5 also now supports phone, email, web, chat, automated voice, and SMS for communications.

About the Author

Stuart J. Johnston has covered technology, especially Microsoft, since February 1988 for InfoWorld, Computerworld, Information Week, and PC World, as well as for Enterprise Developer, XML & Web Services, and .NET magazines.