RightAnswers Customer Success StoriesOur flagship knowledge management software and self-service solution - the RightAnswers Unified Knowledge Platform - is utilized by hundreds of clients and millions of users around the globe, including commercial enterprises, higher education institutions and government agencies, to improve performance for IT support, online customer service and other departments across the enterprise.
Browse the featured success stories below to see what our clients are saying about RightAnswers.
Note: We are committed to being respectful of our clients' need for privacy. Therefore, our clients will remain confidential in the below success stories.
 | Customer: Higher Education InstitutionOne of the nation’s largest and most prestigious public research universities, with more than 63,000 students across four campuses and hundreds of thousands served statewide through the University Extension. With more than 90,000 users – including students, faculty, staff, alumni and employees across networks – the University sought ways to keep pace with the growing day-to-day technology needs of their IT service and support operations. Read more |
Customer: Leading International Financial Software CompanyA recognized leader in the financial services industry with more than 12,000 employees in 100 locations across the U.S., serving 572,000 businesses nationwide. Through a centralized IT service desk manned by 128 IT support analysts, this company handles more than 216,000 incident tickets every year, with contact being made primarily through the ACD phone system. Its goal was to lower the cost of support, increase service quality and increase the efficiency and job satisfaction of the analyst team. Read more |  |
 | Customer: United States Military BaseA United States military base required a self-service software solution that would function within the Support Center's existing software environment and help reduce approximately 3,000 monthly calls received. The military base’s key objectives in implementing a self-service solution were to provide a 24x7, online channel of support for all personnel, reduce the overall number of calls to the support center and provide support technicians with a robust Knowledge Base containing high-impact knowledge solutions. Read more |
Customer: Global Law FirmA global law firm with more than 1,100 lawyers in North America, Europe and Asia. The firm focuses on litigation, complex and novel finance, and innovative corporate transactions. With more than 2,500 employees located around the world, the client quickly outgrew its existing service desk solution. As the firm continued to expand, it recognized the need to implement a knowledge-based self-service solution that could streamline its help desk operations and offer more options to resolve all types of technical and company-specific inquiries. Read more |  |
 | Customer: Leading Real Estate DeveloperA leading national owner, operator and developer of grocery-anchored and community shopping centers. Since 2000, the company has developed 187 shopping centers, including those currently in-process, representing an investment at completion of nearly $3 billion. The company is a qualified real estate investment trust that is self-administered and self-managed. The company replaced its homegrown ticketing system with a new help desk solution that would simplify ticketing and accelerate issue resolution. Read more |
Customer: Premier Big Box RetailerPremier office products company employs 91,000 associates in 27 countries around the world. With four technical support centers spread across three continents, the company sought to create a single repository of intellectual capital and support documentation, thereby increasing operational efficiency, increasing customer satisfaction and reducing the number of issue escalations. Read more |  |
 | Customer: International Higher Education InstitutionThe University is spread across 55 acres and is the city’s largest independent university campus. The co-educational student body represents all geographic sections of the United States and more than 80 countries. In an effort to improve the efficiency of its help desk, the University sought a product that would allow students, faculty, staff and alumni to find their own answers to common support questions. Read more |
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Free White PaperFree White Paper: Download Successful Knowledge Management:Lessons Learned From Organizations Who Have Achieved It By Peter McGarahan  
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