BOZEMAN, Mt.--(BUSINESS WIRE)--Nov. 30, 1999--

RightNow Technologies, a leading provider of Internet customer care systems, today announced that the Scanning & Capture Services group at Xerox Corporation has standardized on RightNow Web as its online customer support system. RightNow Web, which is now implemented at http://xerox.custhelp.com, provides Xerox scanner resellers and customers with fast and accurate responses to their customer support questions.

"RightNow Web has made it easy for us to manage customer support requests," said Barbara Waal, vice president and general manager, Scanning & Capture Services, Xerox Corporation. "Our RightNow investment has saved us an incredible amount of time, and our improved responsiveness has been recognized and greatly appreciated by customers."

The RightNow Web transaction log automatically records each incident, generates a ticket and assigns a support professional to resolve the item. The support team can easily track when a ticket was created, to whom the incident was assigned, whether or not the ticket was resolved, and how long the customer waited before the incident was resolved.

"Before the implementation of RightNow Web, our online customer support page consisted of a very long list of static HTML FAQs (frequently asked questions)," said Ken Corpus, technical support specialist for the Scanning & Capture Services group, Xerox Corporation. "Customers who couldn't find their questions in the FAQ list either gave up or resorted to calling, faxing or emailing their inquiries."

Looking forward, Xerox' Scanning & Capture Services group is considering expanding its use of RightNow Web to support new product launches.

"We're honored to have Xerox as a valued customer," said Greg Gianforte, CEO of RightNow Technologies. "As their experience proves, RightNow Web is ideal for any business whose success depends on satisfied customers. Xerox is also an excellent example of how businesses can reduce electronic support costs by automating customer support functions over the Web."

The RightNow Web installation at Xerox has been so successful that Mr.Corpus earned the prestigious Xerox Achievement Award for dramatically improving the customer service operations of his division. The Xerox Achievement Award is presented to employees who have demonstrated exceptional work performance, strategic thinking, and a high level of cooperation and teamwork.

RightNow Web is Industry's Best-Selling E-Service System

With over 400 installations, RightNow Web is the industry's No. 1 best-selling Internet customer care system. RightNow Web helps Web-connected businesses dramatically improve the quality and responsiveness of their online customer support operations, while at the same time reducing support expenses. RightNow Web can be installed in a day and is guaranteed to reduce the electronic customer support workload by at least 25 percent.

RightNow Web is deceptively simple in its design but incredibly powerful in its ability to automate online customer support operations. The system operates under the principal that most customer questions are repetitive in nature, and can be predicted with great accuracy. The system works by presenting visitors with a dynamic selection of FAQs. As visitors interact with the system, they rate the effectiveness of published FAQs, causing useful solutions to be presented first for future customer questions.

For questions that are not addressed by the published knowledgebase, RightNow Web makes it easy for customers to submit new questions. When support personnel respond to the questions, they can publish the question and the answer into the knowledgebase, thereby making the solution easily accessible to future visitors.

RightNow Web is the first Internet customer care system to leverage real-world customer input to anticipate future customer questions.

Pricing, Availability and Specifications

RightNow Web is now shipping. The base price for RightNow Web is $19,995 for a two-year license, and includes unlimited product updates and support. RightNow Web supports SQL databases such as Oracle8 (Nasdaq: ORCL) and Oracle 8i, and Microsoft (Nasdaq: MSFT) SQL Server, and server operating systems such as Windows NT, Linux and Sun (Nasdaq: SUNW) Solaris.

About RightNow Technologies

Founded in 1997, RightNow Technologies automates customer service and technical support operations for Internet-connected organizations. The Company's award-winning flagship product, RightNow Web, guarantees to reduce the web-based customer support expenses of Internet-connected organizations by at least 25%, while dramatically improving the quality and responsiveness of support. RightNow Technologies' customers include Ben & Jerry's Homemade Ice Cream, Nortel, PictureTel, Sprint, TDK, Vivitar, Xerox Corporation Scanning & Capture Services and over 400 other organizations. RightNow Technologies is located at 601 Haggerty Drive, Bozeman, MT 59715, and can be reached by phone at 888-322-3566, by fax at 406-522-4227, by email at info@rightnowtech.com or on the Web at http://www.rightnowtech.com.