Upgrade Engineering for SaaS CRM Product

About the Client

RightNow Technologies was a software company that developed CRM software for enterprise organizations. RightNow Technologies (NASDAQ: RNOW) was acquired by Oracle and is now part of the Oracle Service Cloud. The main product offered was RightNow CX, a customer experience suite. RightNow had an extensive partner network including major solution partners such as IBM, CapGemini and Deloitte.

Challenge: RightNow wanted to upgrade their customers to the current releases of their applications but had limited internal capacity to complete this initiative. Their existing global engineering partners were struggling to deliver successful site upgrades fast enough and at the expected level of quality.

Results: To meet this challenge, Global Pueblo custom built a global engineering team specifically designed with the skill sets required to support the RightNow system and the SaaS upgrade process required to migrate customer implementations using our Build – Train – Execute methodology.

  • Build – We identified the core skills RightNow required and built a distributed team with the right mix of resources.

  • Train – We partnered with RightNow’s internal experts to train the team on the RightNow skill set. This enabled our team to quickly learn their enterprise system and proprietary technology.

  • Execute – The Global Pueblo team was then integrated with RightNow’s team to execute the ongoing development and product upgrades.

RightNow leveraged this dedicated global development team from us as an extension of their existing Upgrade Engineering Teams. They were able to scale the integrated team to grow with their needs expanding from 4 to 13 engineers over two years. This allowed them to maintain a high level of quality throughput while benefitting from the reduced cost of using global engineering talent.

In addition, we partnered with RightNow to empower their team leaders to get more effective results from all of their global engineering teams through our Cross-Cultural Teams consulting.

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