vividwireless picks RightNow web CRM

US-headquartered cloud software player, RightNow Technologies, has picked up a contract to provide fledgling wireless player, vividwireless, with its Web-based customer relationship management software.

Seven Group subsidiary, vividwireless, which formed from the shell of Unwired, is currently rolling out its WiMAX wireless broadband network in most capital cities around the nation. An initial Perth deployment has already been bedded down.

RightNow outed the relationship in a statement. It stated the wireless telco was already using its Web-based software to provide customer support to those who had signed up in Perth, Sydney and Melbourne.

"The system's scalability and cloud-based architecture means it will easily flex to meet the company's growth plans as it pushes into other metropolitan areas," the company said.

vividwireless chief executive, Martin Mercer, said his company needed a CRM system that would integrate with existing customers, scale over time as required and be easy to use - for both customers and staff.

“In among those criteria was the very real need to get a better handle on the voice of the customer, understanding what they need from us, where we could be doing better and where we’re doing well," he said.

"RightNow’s ability to offer all of that through a single system was a critical selection point because now we’re able to gain visibility into customer trends and make better informed business decision on the back of the data."

The move represents the latest high-profile client that RightNow has picked up in Australia over the past few years. In August 2009, the company revealed it had won a contract to provide insurance giant IAG with software for its online-only insurance division, The Buzz. Several years before that it was Qantas' low-cost arm Jetstar which had inked a deal with RightNow.

Like its bigger brother and rival Salesforce.com, RightNow specialises in delivering its software online, embedding various online customer contact points - telephone, Web, email and chat, for example - in the same software.

RightNow's Asia-Pacific vice-president, Brett Waters, said his company was delighted to be working with vividwireless, which he described as being at the forefront of the next generation of internet technologies.

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