Democratic Presidential candidate Barack Obama's campaign is now using RightNow Technologies' (News - Alert) CRM, according to company officials.
Obama’s campaign is using a RightNow e-mail response system for people with questions about the campaign, said Colin Jones, senior account executive at RightNow.
The e-mail system helps the campaign respond to questions about how to volunteer and where Obama stands on issues, among other things, citing information provided by Jones, according to the company.
"The system, developed in February 2007 just before Obama officially announced his run for the White House, also allows the campaign to monitor trends in requests, such as location, requesting organizations, outcomes, etc.," the company.
Obama is the only candidate using any sort of CRM technology, however, there are other CRM products being used by other candidates, according to the report.
In late February RightNow Technologies has introduced RightNow February '08, the latest release of its enterprise-class, on demand customer relationship management (CRM) product.
The version, company officials say offers "a new contextual workspace" as well as topic monitoring capabilities to help "understand customer sentiment."
The agent desktop is enhanced with a new workspace to help provide "relevant, personalized service." Using information from and about the customer and knowing what actions the agent must take, RightNow tailors content and functionality on the agent's desktop to address the issue at hand.
For example, if a customer calls to return a product, the agent's desktop — which can be integrated with a return merchandise authorization system — will automatically present the data and steps to enable a return. Or, if a customer is calling to register a product, the agent's desktop instantly displays a product registration screen.
David Sims is a contributing editor for TMCnet. To see more of his articles, please visit his columnist page.
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