NZ Post looks to bolster Oracle RightNow adoption

NZ Post has been been using the RightNow customer management cloud service for a long time, and is now looking to use the product suite for its courier business.

New Zealand Post (NZ Post) is planning to expand the use of Oracle's cloud-based RightNow customer management service to its courier business.

The New Zealand postal service has been using RightNow for the past few years, long before Oracle purchased the enterprise CRM software company back in 2011 for US$1.5 billion.

NZ Post first started using RightNow as a sales customer relationship management (CRM) tool, and then slowly expanded the product suite to cover different channels, including contact centres, email, and social media.

Midway through last year, NZ Post ended its joint venture with DHL, buying back the remaining 50 percent of the shares for Express Courier, which operates CourierPost, Pace, Contract Logistics, and Roadstar. The company now wants to rationalise the customer care process for the courier unit with its main business, according to NZ Post head of customer channels Russell Stephens.

"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 said at Oracle CloudWorld in Sydney.

As a long-time user of RightNow, Stephens said he is particularly impressed with the suite's ability to give a single view of customer interactions with NZ 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, according to Stephens.

"I think that is a really cool example of when those channels come together," he said. "In the old world, that wouldn't have happened and the customer would just be on the phone with us."

Despite Oracle's acquisition of RightNow technologies, it has not altered the way NZ Post interacts with the product suite, Stephens said.

"We're excited about the new Oracle Sydney datacentre , but nothing has really changed for us," he said.