Global Roll-Out of Customized RightNow CX CRM

About the Client

Panduit is a trusted advisor who works with customers to help address their most critical business challenges. Their proven reputation for quality and technology leadership coupled with a robust ecosystem of partners across the world, enables Panduit to deliver comprehensive solutions that unify the physical infrastructure, helping customers achieve operational and financial goals. Panduit is a $1.0 billion+ global manufacturer of physical infrastructure equipment with more than 5,000 employees providing support in 112 countries.

Challenge: Panduit wanted their Technical Support to be a differentiator in the marketplace with improved service levels, capacity and capabilities to provide an enhanced experience for customers and distributors.

Results: We provided a Process and Technology Assessment to identify service enhancements and process efficiencies that could be enabled with their existing technology toolsets. Our recommendations included a roadmap, quick wins, and long-term projects as ways to improve the overall Technical Support process within Customer Care and better leverage the existing investment in RightNow CX.

As a result of the assessment, we provided a dedicated global development team to implement the identified quick wins. Multiple input streams were consolidated into one centralized CRM system using RightNow. Standardized work flows, business rules and automations were built to streamline support calls and dispatch and to track issues to Level 2 and Level 3 support. Multi-regional views were implemented with localized interfaces and processes to support global delivery of a unified customer experience.

Our development team supported the global roll out of Panduit’s new and improved system as well as the ongoing support/maintenance and new feature development for additional process and tool improvements. This provided continued refinement and support of the RightNow system to ensure full team efficiency. The standardized processes for incident tracking and a consolidated incident repository both in the US and globally led to improved team efficiency and met their goals for an enhanced customer experience.

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