Ben & Jerry’s Marks Five Years of Customer Service Success with RightNow’s On Demand CRM Solutions

RightNow® Technologies, the leading, on demand CRM company focused on customer service, today announced that legendary ice cream maker Ben & Jerry’s has marked its fifth consecutive year of customer service success with RightNow’s on demand CRM solutions and professional services.

Over the years, RightNow has enabled Ben & Jerry’s to utilise its online knowledge base to quickly address a wide variety of customer questions-ranging from the ingredients used in its ice cream to special company promotions like Free Cone Day.

In fact, Ben & Jerry’s has achieved a knowledge base efficiency rate of 99.7 percent-which indicates that nearly every visitor who comes to the Ben & Jerry’s customer service web site finds the answer to his or her question using the online knowledge base. This extremely effective use of the web as a customer service channel has reduced Ben & Jerry’s in-bound email volume to less than 10 percent of what it was before RightNow was implemented in 1999. As a result of this success, Ben & Jerry’s has been able to maintain the same number of employees in its Consumer Affairs department even as its business has grown substantially over the years.

“RightNow has been an absolute pleasure to work with from Day One,” Lucas Jenson, market research and consumer services manager at Ben & Jerry’s, said. “They have delivered significant business value and have always remained focused on meeting our needs.”

RightNow has hosted Ben & Jerry’s customer service system since its inception, providing the company with highly available on demand CRM technology while eliminating the ownership costs and IT headaches associated with conventional in-house software deployments. RightNow has also provided professional services to Ben & Jerry’s to help optimise the knowledge base content and customer support site design.

“Our successful long-term relationship with Ben & Jerry’s underscores the longevity of our value proposition and our commitment to helping our customers continuously improve their business performance,” Sean Forbes, vice president of Marketing and Business Development at RightNow, said. “Our term-licence model clearly keeps us closely engaged with our customers-in stark contrast to the ‘hit-and-run’ tactics that characterise so much of the enterprise software industry.”

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