CLARK, N.J. - (Business Wire) RightAnswers, Inc., the recognized leader in providing knowledge-based self-service and support analyst solutions for the internal IT help desk, today announced that Regency Centers (NYSE: REG) has selected RightAnswers to upgrade its help desk operations. Regency Centers, the leading national owner, operator and developer of grocery-anchored and community shopping centers, is leveraging the RightAnswers Unified Knowledge Suite to drive self-service and support initiatives for its 600 employees located in 22 offices across the US.
The RightAnswers Unified Knowledge Suite solution provides Self-Service and Support Analyst Knowledge solutions that streamline internal IT help desk performance by reducing support costs, improving end-user satisfaction, increasing support capacity and providing unmatched knowledge management tools.
“Our ultimate goal was to implement a system that could reduce calls to our help desk, decrease the cost of support, and one that would improve the overall service experience for our employees,” said Chris Cole, Help Desk Manager at Regency Centers. “We knew that the right self-service system would be a tremendous advantage to our company.”
As the company grew and expanded, it realized the importance of streamlining its IT support operations to provide timely technical support to its employees. Managing thousands of technical-related support requests each month – everything from password resets to issues with hardware and software – Regency Centers needed a new strategy to take them to the next level of success.
With the RightAnswers Unified Knowledge Suite in place, Regency Centers has been able to deliver a 24x7 online support channel to employees. The company changed its workflow processes to encourage employees to search the self-service portal first before calling the help desk team. This has not only significantly reduced the number of service requests within the help desk, but has also empowered employees to resolve IT issues on their own, around-the-clock.
“RightAnswers has changed the way our department does its business,” said David Gano, Manager of IT Customer Service at Regency Centers. “It has really improved so many areas of our department – there are definitely less calls coming into our help desk, which allows our technicians to focus on more complex issues and projects. In addition, the product has improved the internal perception of the help desk team as we have been able to align ourselves to the business and interact with employees on a personal basis and improved level.”
In the first month of deploying RightAnswers Self-Service, Regency Centers achieved a strong adoption rate across its organization. Since the deployment, Mr. Cole and his team have also found that 83% of employees agree that the support portal is easy-to-use; 75% of users say that the knowledge base has improved their overall support experience; and 93% of users say they will use the knowledge base again to solve future issues.
“The implementation at Regency Centers is a prime example of how self-service can significantly improve a company’s help desk operations,” explained Jeff Weinstein, President and CEO of RightAnswers. “Our goal with any of our customers is to provide a personalized, knowledge-driven self-service environment that improves the end-user support experience, while at the same time allowing them to meet their business objectives. Regency Centers has made a commitment to this knowledge-driven self-service environment, making it one of the cornerstones of their organization.”
About Regency Centers
Regency (www.regencycenters.com) is the leading national owner, operator, and developer of grocery-anchored and community shopping centers. At June 30, 2008, the Company owned 443 retail properties, including those held in co-investment partnerships. Including tenant-owned square footage, the portfolio encompassed 58.9 million square feet located in top markets throughout the United States. Since 2000 Regency has developed 191 shopping centers, including those currently in-process, representing an investment at completion of over $3.0 billion. Operating as a fully integrated real estate company, Regency is a qualified real estate investment trust that is self-administered and self-managed.
About RightAnswers, Inc.
RightAnswers delivers the high-impact content, technology solutions and value-added services to enable internal Help Desk organizations to improve the end-user support experience, increase support capacity and reduce support costs. The RightAnswers Unified Knowledge Suite provides the tools needed to facilitate rapid problem resolution for both self-service end-users and support analysts. RightAnswers solutions are used by more than 3.5 million licensed end users across hundreds of companies including commercial enterprises, higher education institutions and government agencies. For more information, visit www.rightanswers.com.
Media:
Springboard Public Relations
Joseph Mindo, 732-863-1900, ext. 204
jmindo@SpringboardPR.com
