UNITED STATES
SECURITIES AND EXCHANGE COMMISSION
Washington, D.C. 20549
SCHEDULE 14A
Proxy Statement Pursuant to Section 14(a) of the
Securities Exchange Act of 1934
(Amendment No. )
Filed by the Registrant x Filed by a Party other than the Registrant ¨
Check the appropriate box:
¨ | Preliminary Proxy Statement | |||
¨ | Confidential, for Use of the Commission Only (as permitted by Rule 14a-6(e)(2)) | |||
¨ | Definitive Proxy Statement | |||
¨ | Definitive Additional Materials | |||
x | Soliciting Material Pursuant to §240.14a-12 |
RIGHTNOW TECHNOLOGIES, INC. | ||||
(Name of Registrant as Specified In Its Charter) | ||||
(Name of Person(s) Filing Proxy Statement, if other than the Registrant) | ||||
Payment of Filing Fee (Check the appropriate box): | ||||
x | No fee required. | |||
¨ | Fee computed on table below per Exchange Act Rules 14a-6(i)(1) and 0-11. | |||
(1) | Title of each class of securities to which transaction applies:
| |||
| ||||
(2) | Aggregate number of securities to which transaction applies:
| |||
| ||||
(3) | Per unit price or other underlying value of transaction computed pursuant to Exchange Act Rule 0-11 (set forth the amount on which the filing fee is calculated and state how it was determined):
| |||
| ||||
(4) | Proposed maximum aggregate value of transaction:
| |||
| ||||
(5) | Total fee paid: | |||
| ||||
¨ | Fee paid previously with preliminary materials. | |||
¨ | Check box if any part of the fee is offset as provided by Exchange Act Rule 0-11(a)(2) and identify the filing for which the offsetting fee was paid previously. Identify the previous filing by registration statement number, or the Form or Schedule and the date of its filing. | |||
(1) | Amount Previously Paid:
| |||
| ||||
(2) | Form, Schedule or Registration Statement No.:
| |||
| ||||
(3) | Filing Party:
| |||
| ||||
(4) | Date Filed:
| |||
|
Filed by RightNow Technologies, Inc.
Pursuant to Rule 14a-12 under the Securities Exchange Act of 1934
Subject Company: RightNow Technologies, Inc.
Commission File No.: 000-31321
Oracle Buys RightNow
Adds a Leading Customer Service Cloud Offering to the Oracle Public Cloud October 24, 2011
Oracle is currently reviewing the existing RightNow product roadmap and will be providing guidance to customers in accordance with Oracle's standard product communication policies. Any resulting features and timing of release of such features as determined by Oracle's review of RightNow's product roadmap are at the sole discretion of Oracle. All product roadmap information, whether communicated by RightNow or by Oracle, does not represent a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decision. It is intended for information purposes only, and may not be incorporated into any contract.
Safe Harbor for Forward Looking Statements
This presentation contains forward-looking statements within the meaning of the Section 27A of the Securities Act of 1933 and Section 21E of the Securities Exchange Act of 1934. These forward-looking statements involves certain risks and uncertainties that could cause actual results to differ materially from those indicated in such forward-looking statements, including, but not limited to, the ability of the parties to consummate the proposed Merger; satisfaction of closing conditions to the consummation of the proposed Merger; the impact of the announcement or the closing of the Merger on RightNow’s relationships with its employees, existing customers or potential future customers; the ability of Oracle to successfully integrate RightNow’s operations and employees; the ability to realize anticipated synergies and costs savings of the proposed Merger; and such other risks detailed in RightNow’s Quarterly Report on Form 10-Q filed with the SEC on August 5, 2011, which contains and identifies important factors that could cause actual results to differ materially from those contained in the forward-looking statements. Forward-looking statements contained in this presentation speak only as of the date hereof. RightNow assumes no obligation to update any forward-looking statement contained in this presentation.
Additional Information about the Merger and Where to Find It
RightNow plans to file with the Securities and Exchange Commission (the “SEC”) and mail to its stockholders a proxy statement in connection with the proposed Merger. The proxy statement will contain important information about the proposed Merger and related matters. INVESTORS AND STOCKHOLDERS ARE URGED TO READ THE PROXY STATEMENT CAREFULLY WHEN IT BECOMES AVAILABLE. Investors and stockholders will be able to obtain free copies of the proxy statement and other documents filed with the SEC by RightNow through the SEC’s website at www.sec.gov and from RightNow by contacting Investor Relations by telephone at (406) 522-4200 or upon written request addressed to our corporate secretary at RightNow Technologies, Inc., 136 Enterprise Boulevard, Bozeman, MT, 59718, or by going to RightNow’s Investor Relations page on its corporate web site at www.rightnow.com.
RightNow and its executive officers and directors may be deemed to be participants in the solicitation of proxies from the stockholders of RightNow in connection with the proposed Merger. Information regarding the interests of these executive officers and directors in the transaction described herein will be included in the proxy statement described above. Additional information regarding these executive officers and directors is also included in RightNow’s proxy statement for its 2011 Annual Meeting of Stockholders, which was filed with the SEC on April 29, 2011, and is supplemented by other public filings made, and to be made, with the SEC by RightNow. The proxy statement for the 2011 Annual Meeting of Stockholders and other public filings are available free of charge through the SEC’s website at www.sec.gov and from RightNow by contacting Investor Relations by telephone at (406) 522-4200 or upon written request addressed to our corporate secretary at RightNow Technologies, Inc., 136 Enterprise Boulevard, Bozeman, MT, 59718, or by going to RightNow’s Investor Relations page on its corporate web site at www.rightnow.com.
2 |
|
What We Are Announcing
Oracle buys RightNow
Adds a leading customer service cloud offering to the Oracle Public Cloud
Oracle to purchase RightNow for $43.00 per share, or approximately $1.5 billion net of cash and debt
Transaction is expected to close in late 2011 or early 2012
About RightNow
RightNow is a leading provider of cloud-based customer service software that helps organizations deliver exceptional customer experiences across the web, social networks and contact centers
Headquartered in Bozeman, Montana, with over 1,000 employees worldwide
Nearly 2,000 organizations rely on RightNow across a wide range of consumer-centric industries
Combination creates the most advanced and comprehensive Software-as-a-Service (SaaS) and Platform-as-a-Service (PaaS) offering
Oracle provides: Sales Cloud, Marketing Cloud, Human Capital Cloud, Talent Management Cloud, Social Network Cloud, Database Cloud, Java Cloud, Data Cloud, Security Cloud
RightNow provides: Customer Service Cloud
3 |
|
Oracle Adds Rightnow’s Customer Service Cloud to the Oracle Public Cloud
Fusion
HCM
Fusion
Talent
Oracle Social Network
Fusion
Sales and Marketing
Database Service
Java Service
Data Service
Security Service
Customer Service
4 |
|
RightNow’s Customer Service Cloud Delivers Exceptional Customer Experiences Across Service Channels
RightNow Web Experience Provides a rich online customer experience solution to research, purchase, or resolve from any device
RightNow Social Experience Manages interactions across the social Web as a fully integrated part of the customer experience
RightNow Contact Center Experience Delivers end-to-end management of the customer journey through unified records, interfaces and knowledge
RightNow Engage Enhances the customer experience with proactive, highly personalized communications informed by integrated analytics
5 |
|
Delivering Great Experiences Throughout the Customer Journey
Consumer (B2C) and business (B2B) customers move through a closed-loop, continuous journey
Market and sell during the buying phase
Support and serve once they own
Customers require a simple, consistent, relevant experience throughout the journey
Implemented across all channels of interaction
Exceptional customer experiences create loyalty, advocacy and repeat business
Integrated solutions can help deliver seamless customer experiences, grow revenue and reduce costs
6 |
|
Oracle + RightNow Deliver a Complete B2C Customer Experience
Serves the anytime, anywhere consumer in a seamless, personal way
Across all channels: the web, in a store, over the phone, via mobile device
Increases customer satisfaction
Drives loyalty and advocacy
Empowers today’s brand manager
Strategic tools and applications that enable personalized interactions with consumers
Engage, sell to and service consumers across all channels and devices
Accelerates acquisition of new customers, maximizes customer retention, and improves operational efficiency
Serves the anytime, anywhere consumer in a seamless, personal way
Across all channels: the web, in a store, over the phone, via mobile device
Increases customer satisfaction
Drives loyalty and advocacy
Empowers today’s brand manager
Strategic tools and applications that enable personalized interactions with consumers
Engage, sell to and service consumers across all channels and devices
Accelerates acquisition of new customers, maximizes customer retention, and improves operational efficiency
7 |
|
Oracle + RightNow Deliver a Complete B2B Customer Experience
Enables an effective commerce-anywhere environment
Provides a consistent cross-channel experience to business customers
Delivers a unified view of the business customer
Gives a complete view of the business customer, including orders, products and promotions
Efficiently creates and manages a unified, personalized business customer experience across all product categories, brands and sites (online and in-store)
Accelerates acquisition of new customers, maximizes customer retention, and improves operational efficiency
8 |
|
Oracle + RightNow Provide a Unified, Personalized Experience Across All Channels and Customer Touch Points
Consistent customer experience across all channels
Consumer customers and business customers
Web, contact center, social networks, stores, branches and sales teams
Marketing, sales and service applications drive the superior customer experience
Oracle provides the marketing and sales experiences
RightNow provides the service and support experiences
9
RightNow’s Global Customers Include Leaders Across Industries
High Tech
Retail and Consumer Goods
Telecom
Travel and Hospitality
Financial and Insurance
Government and Education
10
British Airways Success Story
Improved Customer Experience and Reduced Inbound Email 60%
COMPANY OVERVIEW:
British Airways is a full service global airline, offering year-round low fares with an extensive global route network flying to and from centrally-located airports
CHALLENGES:
Improve consistency of customer service across channels for loyalty program members
Introduce “AskBA,” an online service offering for customers
RIGHTNOW PROVIDES:
RightNow Service, RightNow Web Self Service, RightNow Email Management, RightNow Incident Management
RESULTS:
60% reduction in inbound
55,000 customer questions answered weekly through “AskBA”
Improved customer experience across British Airways Executive Club
Decreased agent response times
11
Overstock.com Success Story
Improves Net Promoter Score 7x While Saving $1 Million Per Month On Operations
COMPANY OVERVIEW:
Overstock.com is an online ‘closeout’ retailer offering discount, brand-name merchandise for sale online
The company offers an opportunity to shop for bargains conveniently, while offering its suppliers an alternative inventory liquidation distribution channel
CHALLENGES:
Significantly improve the quality of the customer experience across all communication channels
Improve contact center efficiency in order to cost-effectively scale the business
Gain greater visibility into customer needs, market trends, and opportunities for business process improvement
RIGHTNOW PROVIDES:
RightNow Service, RightNow Email Management, RightNow Chat, RightNow Call Tracking, RightNow Feedback
RESULTS:
NetPromoter score has seen nearly a 7x improvement while customer satisfaction scores have jumped 10%
Approx. $1M in savings per month from contact center reductions
Email volume is down 72%; first-call resolution rates have improved 10%; call handle times have been reduced by 25%
Ranked no. 4 retailer nationwide by National Retail Federation in customer service—one year after not making the top 150
12
ABN AMRO Success Story
Increases Online Leads By 50%
COMPANY OVERVIEW:
ABN AMRO is a full service bank servicing retail, private and commercial banking clients
Based in the Netherlands, ABN AMRO support clients with banking and specialist sector knowledge and their selective international network
* |
| Customer Information and Logos Provided by RightNow |
CHALLENGES:
Improve web service
Generate more sales leads on their website
RIGHTNOW PROVIDES:
RightNow Intent Guide
RESULTS:
Improved the customer experience by clarifying customer questions and needs
Increased online leads by 50%
Improved cost-effectiveness of their customer-facing solutions
13
RealNetworks Customer Success Story
COMPANY OVERVIEW:
RealNetworks creates products and services that make it easier for people to access and enjoy digital media on the devices and platforms they choose to use
RealPlayer® has now been downloaded more than 100 million times and plays more audio and video files than any other media player
* |
| Customer Information and Logos Provided by RightNow |
CHALLENGES:
Increase agent efficiency
Customize incident tracking for each vertical business
Consolidate vendors
RIGHTNOW PROVIDES:
RightNow Service, RightNow Feedback, RightNow Chat, RightNow Email Management, RightNow Web Self Service, RightNow Call Tracking, RightNow Contextual Workspaces
RESULTS:
40% of RealNetworks’ customers resolve their issues online without escalating to an agent
Reduced agent call handle times
Customer satisfaction has increased 10 absolute points
Email response times dropped to less than 12 hours
Agents facilitate more than 250k chat sessions per year
Less than 1% of online chat sessions are escalated
14
Oracle and RightNow
Complementary Public Cloud & Customer Experience Solutions
RightNow brings unique and complementary advantages to the Oracle Public Cloud
RightNow’s Customer Service Cloud helps deliver exceptional customer service via web, social and contact centers
Oracle offers best-in-class Sales Cloud, Marketing Cloud, Human Resources Cloud, Talent Cloud, Social Network Cloud, Java Cloud, Database Cloud; RightNow offers leading Customer Service Cloud
Oracle’s Sales and Marketing Cloud offers best-in-class customer experience for B2B customers; RightNow offers leading customer service for B2B
Oracle’s ATG Commerce and WebCenter offers best-in-class customer experience for B2C customers; RightNow offers leading customer service for B2C
Oracle’s BI, Middleware and ERP solutions offer significant value to RightNow customers
Recognized as a leader for its unique approach to delivering a Customer Service Cloud with integrated service across web, social networks and contact centers
RightNow is the customer experience fabric for nearly 2,000 organizations around the globe, currently serving more than 8 million users per day
Experienced management team and employee base with specialized skills for developing, selling, servicing, operating and supporting cloud solutions
For more information please visit rightnow.com/oracle
15