Procter & Gamble (P&G) has selected RightNow Technologies’ on-demand CRM to support online information across its brands, including Crest, Iams, Olay, Pampers and Pantene.
RightNow is being used by P&G to deliver web self-service for consumers who have queries on P&G products. It also supports e-mail and chat functionality. The software also enables P&G to track consumer questions.
RightNow’s web self-service system offers information such as tips about make-up, stain removal or dental care, and distributes the content across P&G branded websites in multiple languages.
The RightNow service has integrated with P&G’s custom-developed global contact handling system. The integration allows RightNow to act as a rules-based routing engine for e-mails from consumers worldwide.
P&G is also using RightNow’s survey tools to quickly and inexpensively execute opinion polls among selected segments of consumers who have opted into the company’s market research programmes.