New Zealand Post Continues with RightNow Adoption

March 22, 2013

New Zealand (NZ) Post has been using the RightNow platform and according to the ZDnet “NZ Post looks to Bolster Oracle RightNow Adoption” plans to expand the usage of the Oracle cloud-based RightNow customer management service. Oracle purchased the CRM software company in 2011. New Zealand postal service began using the RightNow platform as a sales customer relationship management (CRM) tool. They then expanded the product suite so that it covered a variety of different channels such as email and social media. New Zealand Post had a joint venture with DHL but they ended it and bought back the shares of Express Courier. According to the New Zealand Post head of customer channels Russell Stephens, with this new addition New Zealand Post now wants to combine the customer care process for the courier unit with its main business.

“We are currently looking to deploy RightNow across the CourierPost business, and that will give us great benefit in both contact centres that work across our parcel and courier business.”

Stephens has been using the RightNow technology for several years and one of its most notable feats is the ability to give a single view of customer interactions with New Zealand Post across multiple channels.

“There have been instances where a customer was complaining about NZ Post’s services on Twitter, but the company could see that the person was already on a live chat with a staff member and was able to respond to the customer accordingly on Twitter. I think that is a really cool example of when those channels come together. In the old world, that wouldn’t have happened and the customer would just be on the phone with us.”

Seems like NZ Post is already a fan of RightNow technologies and its new relationship with Oracle simply means business as usual.

April Holmes, March 22, 2012

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