In this interview Cliff Saran speaks to David Ward, CRM manager
at camera manufacturer about how the company has been improving its
customer service by using CRM software supplied on-demand from
RightNow Technologies.
The CRM software provides with a powerful system for optimizing
phone, email and web communication with customers. The system
enables Nikon contact centre staff to view the service histories of
customers – including contact via telephone, web site, email and
fax—so they can provide effective, personalized support. It allows
incidents to be quickly routed and/or escalated to the right staff
member across the Nikon’s various locations.
