RightNow Develops Business Activity Monitoring System to Optimize Business Processes and Actions to Ensure Success

Company Addresses Implementation, Configuration, and Resource Issues, Making RightNow the First Customer Service Provider to Implement BAM

BOZEMAN, Mont., June 16, 2003 -- RightNow Technologies, the world's leading provider of hosted customer service and support solutions, today announced it has developed and deployed its initial foray into business activity monitoring (BAM). The solution creates an innovative business intelligence system that allows RightNow to efficiently optimize customers' business activities in real time and to turn business intelligence into a competitive differentiator.

RightNow's BAM ensures the success of its customers by proactively monitoring real-time feature activation, software configuration, utilization levels, and other key factors that impact business results.

In another innovative "first" for the marketplace, RightNow is the first customer service solutions company to deploy BAM, which Gartner, Inc., predicts will be one of the top four initiatives by 2004 in driving IT strategy and investment. RightNow's BAM significantly differentiates the company from other enterprise software vendors who typically lack pervasive insight into how effectively their customers are using their technology and how business activities could be altered to ensure efficiency and success.

"If you don't know exactly what your customers are doing with your software, your ability to optimize those implementations and/or proactively address shortcomings in those implementations will be quite limited," Sean Forbes, vice president of marketing and business development at RightNow, said. "RightNow's BAM can eliminate this uncertainty by capturing this critical information and acting aggressively to protect and expand our customers' business interests."

Developed for both hosted and non-hosted implementations, BAM allows RightNow unprecedented visibility into its customers' implementations of its software. This helps to enable the effectiveness and efficiency of a customer's business operations. For example, BAM enables RightNow executives to quickly see if a customer experiences spikes in traffic levels and propose tactics, strategies, and innovative approaches to keep the quality of service high during peak times.

Gartner, Inc., defines BAM as "the exploitation of event-based architectures (that) will revolutionize the overall enterprise strategy because of the far-reaching implications of broad-scale, exception-based, event-driven information delivery."

RightNow's BAM delivers these specific benefits:

     -- Gathers real-time business intelligence from various internal systems
        and presents information graphically to support account management
        and suggest process changes;
     -- Protects and expands new customer and installed base customer
        accounts/revenue;
     -- Enables proactive customer service, and;
     -- Increases ability to uncover and exploit critical information.

To maximize the value of collected information in real time, BAM sends alerts to allow intervention and drive changes in customer process. For example, BAM can send an alert report to Sales Account managers that includes such information as:

     -- Traffic vs. 90 day rolling average;
     -- Most recent "Tune-up" date/score;
     -- Best Practice Score, and;
     -- Application feature utilization.

The key to RightNow's BAM strategy is providing dashboards that create windows into business activities, which can then be acted upon:

     -- Executive Dashboard -- Provides the exec team with dashboards for:
          -- Overall Account Health/Success Factor Dashboards broken down by:
               -- Sales Region
               -- Sales Manager/Team
          -- Configurable "Success Factor" account dashboard for specific
             accounts
          -- RightNow Customer Service statistics

     -- Sales Management/Risk Management Dashboard -- Provides sales managers
        and their teams with dashboards and automated alerting for customer
        health, traffic, and success factor behavior:
          -- Team view shows individual representatives' statistics with
             overall traffic/Health/Best Practice view for their accounts
             with drill-down to the team member/account level
          -- Sales account manager dashboard shows account list with health/
             best practices views

     -- Customer Service Dashboard -- Delivers customer base/service
        statistics, including:
          -- Customer count/platform and version distribution/support
             packages;
          -- Customer Satisfaction Metrics;
          -- Enhancement/QA incident breakdown by week, month, quarter, and
             year;
          -- Knowledgebase Utilization;
          -- Hosted upgrades scheduled/completed/success rate;
          -- Implementation Go Live and Tune-up statistics by week, month,
             quarter, and year; and
          -- Hosted site customization statistics.

One of the most valuable tools of BAM is its Success Factor Configuration. This tool selects and sets weights for success factors on a per account/per interface basis as well as storing success data for trend monitoring and reporting.

Importantly, RightNow's BAM integrates into the IT infrastructure, which enables it to draw data from hosting, customer service, and CRM databases for a full view of customer activity.

About RightNow Technologies

RightNow Technologies is the leading customer service and support solutions company that radically and rapidly improves the effectiveness of service and support operations with easy-to-implement/easy-to-use technology, replicable best practices drawn from the industry's broadest base of successful implementations, and engagement terms that create accountability for delivering quantifiable results.

RightNow delivers these benefits to more than 1,000 customers worldwide such as: Air New Zealand, Ben & Jerry's, Briggs and Stratton, British Airways, Cisco, Dolby Laboratories, Inc., Electronic Arts, Pioneer, Raymarine, Remington, Sanyo, Specialized Bicycles, and more than 100 public sector clients including the Social Security Administration and the State of Florida. Founded in 1997, RightNow has offices in Bozeman, Dallas, San Mateo, London, and Sydney, with an associated office in Tokyo. RightNow's products are available in 14 languages worldwide. For further information visit http://www.rightnow.com/ .

SOURCE RightNow Technologies

Web Site: http://www.rightnow.com