Iomega

Goals

• Optimize customer experience to maintain loyalty and support brand identity
• Upgrade and integrate a worldwide multi-channel customer support environment
• Streamline complicated, difficult-to-maintain and expensive support systems

Achievements

• Excellent customer service-and-support experience
• Integrated multi-channel contact center environment with 11 languages deployed across multiple locations worldwide at lower capital cost than competing alternatives
• Increased agent efficiency
• Simplified, more cost-efficient systems infrastructure

Iomega’s existing call management system was no longer useful, and the company used separate applications to handle email and chat. Customer interactions had been poorly maintained, requiring customers to repeatedly explain their issues to the representatives.

RightNow implemented a customer experience system that manages all communication channels, consolidating customer information. Also, representatives can validate warranties, search the product database, track return status, and handle credit card transactions within the same console. In addition, RightNow supports all 11 languages Iomega needs for its global customer base.

Iomega previously outsourced its hosting, and had extensive WAN infrastructure for its call centers. With RightNow’s on demand model, hardware and network ownership costs were completely eliminated. The company’s contact center can now administer its systems without assistance from IT.

About Iomega

Iomega Corporation provides easy-to-use, high value storage solutions to help people protect, secure, capture, and share their valuable digital information.

Iomega Homepage

Iomega Support Site