RightAnswers Announces Winners of IMPACT Awards at Annual IMPACT 2014 Knowledge Conference

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Awards recognize outstanding achievements in the practice of knowledge management by RightAnswers’ customers and partners

IMPACT 2014
Congratulations to the winners of our IMPACT 2014 Awards for their commitment to knowledge management and RightAnswers, and for effectively leveraging RightAnswers to deliver SmartService and enhance their overall enterprise productivity and efficiency

RightAnswers, Inc., the #1 provider of cloud-based knowledge management software and services for delivering SmartService™, today announced the winners of its prestigious IMPACT Awards, presented last week during IMPACT 2014 Knowledge Conference in Orlando, Florida. The IMPACT Awards Program was designed to recognize outstanding achievements in the practice of knowledge management by RightAnswers’ customers and partners.

“Selecting winners for the IMPACT Awards proved to be a difficult task due to the quality of the nominations we received. We are incredibly proud of our award recipients and for their hard work and efforts in making knowledge first and delivering SmartService with RightAnswers,” said Jeff Weinstein, President and CEO of RightAnswers.

At the IMPACT Awards ceremony, winners were announced in the following categories: Business Partner of the Year, Knowledge Expert of the Year, Knowledge Excellence in Customer Service and Enterprise Knowledge Excellence. The following is a summary of the award recipients:

  • Business Partner of the Year Award – NNIT is an international IT service provider based in Denmark that offers IT consulting and the development, implementation and outsourcing of IT services, and uses RightAnswers to provide outsourced IT support for its clients. NNIT was recognized for its strong commitment to knowledge and to the Knowledge-Centered Support (KCS) methodology, with its 200 first-level support agents trained on KCS and participating in knowledge creation and maintenance, and for its tremendous cooperation with the RightAnswers team, which implemented an advanced Remedy integration to support concurrent incident workflows in a multi-tenant and multilingual environment within their service desk processes.
  • Knowledge Expert of the Year Award – Rena Huerta, Information Management Lead - Service Desk at Lawrence Livermore National Laboratory (LLNL), was named winner in the Knowledge Expert of the Year category. Rena was selected for her championing of knowledge management practices at LLNL and integrating the creation and maintenance of knowledge into the problem-solving process. Through her leadership, LLNL increased the efficiency and effectiveness of service desk agents and empowered its employees to solve their own problems through self-service.
  • Knowledge Excellence in Customer Service Award – Paychex, a leading provider of payroll, human resource and benefits outsourcing solutions for small and mid-sized businesses, was named winner in the Customer Service category. Paychex leveraged its relationship with RightAnswers, used successfully in its IT service desk, to implement RightAnswers in its customer service contact centers. By using RightAnswers integrated with its CRM tool, implementing the KCS methodology, and establishing a knowledge culture, Paychex increased the productivity of its contact centers. Paychex has consistently shown a commitment to knowledge management and has made RightAnswers a true partner in its knowledge initiatives.
  • Enterprise Knowledge Excellence Award – Duke Energy, a major energy company in Southeastern United States with 28,000 employees and serving 7.2 million customers, was named winner in the Enterprise Knowledge Excellence category. Duke Energy was recognized for its usage of knowledge management throughout the organization, working with RightAnswers in its IT service desk and customer service contact center, and moving knowledge throughout its enterprise. Duke Energy consistently exceeds its service expectations.

“Congratulations to all the winners of our IMPACT 2014 Awards for their commitment to knowledge management and RightAnswers, and for effectively leveraging RightAnswers to deliver SmartService and enhance their overall enterprise productivity and efficiency. We wish the winners continued success with their knowledge initiatives and look forward to our continued partnership,” Weinstein concluded.

IMPACT 2014 brought together RightAnswers users and partners, who joined industry experts and RightAnswers staff to share their knowledge management experiences and learn about the latest in delivering SmartService to employees and customers. The event featured an agenda full of interactive and informative sessions, customer and partner sponsor presentations, birds-of-a-feather discussions, roundtables and keynotes that informed and entertained IMPACT 2014 attendees.

About RightAnswers
RightAnswers is the #1 provider of cloud-based knowledge management, web and mobile self-service and social knowledge solutions enabling clients to deliver SmartService™. Our 450+ clients around the globe use RightAnswers seamlessly integrated with their CRM, ITSM or other customer service software, to provide stellar support experiences while saving millions of dollars a year. For more information go to http://www.rightanswers.com.

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