Wi-Fi Leader Proxim Deploys RightNow CRM, Achieves 50 Percent Cost Savings, Service and Support Excellence RightNow Links Global Operations to Deliver Deep Customer Insight, RMA Integration Increases Agent Productivity BOZEMAN, Mont., March 14 /PRNewswire-FirstCall/ -- RightNow(R) Technologies (NASDAQ:RNOW), a leading provider of on demand CRM software solutions, today announced wireless networking leader Proxim has deployed its solutions to deliver competitively superior service and support to its customers worldwide. RightNow also enables Proxim to cost-effectively capture rich data about its customers through those post-sales service and support interactions. The capturing of data is a vital benefit for the company, because it sells primarily through indirect distribution channels with limited direct pre-sales contact with its customers. This differentiated customer service is particularly critical for Proxim to maintain its leadership in an increasingly commodified wireless hardware market. "The way to achieve and maintain strong customer loyalty is to consistently out-service the competition," Ken Melrose, manager of eService center/networking security at Proxim, said. "With RightNow's comprehensive, integrated customer service technology, we are making sure that we successfully achieve this strategic objective." Supporting the Company's integrated telephone, email and web channels, RightNow's web-based architecture enables Proxim to operate its common customer service environment across three contact centers: the Tier 1 facility in Bangalore, India; the Tier 2 facility in Lancaster, California; and the Tier 3 facility at the Company's Sunnyvale, California headquarters. It also provides flexible, rules-based escalation workflow and comprehensive management reporting that enables managers to pinpoint problems and opportunities for quality improvement. Proxim uses RightNow to automate a variety of customer service processes. For example, customers can "subscribe" to specific information items. If that item is updated or revised, RightNow automatically sends the customer an email. This proactive notification reduces the number of inquiries Proxim has to handle. Proxim has also integrated RightNow with its return merchandise authorization (RMA) system. This further increases the productivity of its contact center staff. Productivity gains such as this have reduced Proxim's service costs by about 50 percent. And, RightNow's on demand model has enabled Proxim to achieve these business benefits very rapidly and to avoid the technology ownership costs associated with conventional enterprise CRM software deployment. "Delivering the superlative technical support required to support a premium brand like Proxim's can be an expensive, resource-draining endeavor," Sean Forbes, vice president of marketing and business development at RightNow, said. "With RightNow, however, the process of answering customers' questions across all communication channels is greatly streamlined -- and at the same time becomes a tremendous source of high-value insights into your customers' wants and needs." About Proxim Proxim Corporation is a global leader in wireless networking equipment for Wi-Fi and broadband wireless networks. The company provides enterprise and service provider customers with wireless solutions for the mobile enterprise, security and surveillance, last mile access, voice and data backhaul, public hot spots, and metropolitan area networks. The company is publicly traded on the NASDAQ under the symbol PROX. About RightNow Technologies, Inc. RightNow (NASDAQ:RNOW) provides organizations with industry-leading on demand CRM solutions to build customer-focused businesses. RightNow's acclaimed technology, comprehensive services and commitment to customer success deliver high returns on investment for its customers. More than 1,200 organizations worldwide use RightNow solutions including British Airways, British Telecom, Cisco Systems, Continental Tire North America, John Deere, Nikon and the Social Security Administration. Founded in 1997, RightNow is headquartered in Bozeman, Montana, with additional offices in North America, Europe and Asia. For further information, please visit http://www.rightnow.com/. RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market. Safe Harbor Statement under the Private Securities Litigation Reform Act of 1995 All statements included in this press release, other than statements or characterizations of historical fact, are forward-looking statements. These forward-looking statements are based on our current expectations, estimates and projections about our industry, management's beliefs, and certain assumptions made by us, all of which are subject to change. Forward-looking statements can often be identified by words such as "anticipates," "expects," "intends," "plans," "predicts," "believes," "seeks," "estimates," "may," "will," "should," "would," "could," "potential," "continue," "ongoing," similar expressions, and variations or negatives of these words. These forward-looking statements are not guarantees of future results and are subject to risks, uncertainties and assumptions that could cause our actual results to differ materially and adversely from those expressed in any forward-looking statement. The risks and uncertainties referred to above include, but are not limited to, risks associated with our business model, our past operating losses, possible fluctuations in our operating results and our rate of growth, interruptions or delays in our hosting operations, breaches of our security measures, our ability to expand, retain and motivate our employees and manage our growth, and our plans for new product releases. Further information on potential factors that could affect our financial results is included in our registration statement on Form S-1 and in other filings with the Securities and Exchange Commission. The forward-looking statements in this release speak only as of the date they are made. We undertake no obligation to revise or update publicly any forward-looking statement for any reason. BRNOW DATASOURCE: RightNow Technologies CONTACT: Jason Treu of RightNow Technologies, +1-972-232-3977, or +1-214-893-3096, Web site: http://www.rightnow.com/

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