Casual Male Retail Group Uses RightNow to Improve Customer Experience, While Reducing Support Costs

RightNow CX helps Casual Male Retail Group save $400,000, reduce agent email response time from 24 to four hours, and decrease contact volume by 35 percent

BOZEMAN, Mont. (December 08, 2010) – Casual Male Retail Group, Inc., the largest specialty retailer of big and tall men’s apparel, including brands such as Rochester Big and Tall, Casual Male XL, Big & Tall Factory Direct, Shoes XL and Living XL, is using RightNow (NASDAQ: RNOW) to deliver superior customer experiences, while reducing costs. With the RightNow CX customer experience suite, Casual Male Retail Group has saved more than $400,000 in support costs, reduced agent email response time from 24 to four hours, and decreased contact volume by 35 percent.

RightNow Provides Casual Male Agents with User-Friendly Solutions and Tangible Savings

Using RightNow CX’s agent desktop solutions and dynamic knowledge foundation, Casual Male’s customer service agents are able to access relevant, consistent information in a centralized system to quickly respond to sizing questions, order tracking, and other inquires via the phone or email for all lines of business.

The RightNow CX knowledge base and reporting capabilities have also helped the company lower its order-to-contact ratio. Casual Male was able to identify routine customer support questions and update knowledge base content to provide consistent, relevant information, reducing basic inquiries, and lowering support costs for Casual Male. Since implementation, RightNow has helped save the company more than $400,000.

RightNow Delivers Customer Satisfaction in Less Time

With RightNow CX, Casual Male enables customers to access online information themselves, 24×7. This web self-service option has resulted in a 94 percent self-service rate and a 35 percent decrease in the number of contacts into Casual Male’s call center. Casual Male agent’s can now focus on more complex customer issues, helping to improve customer satisfaction, and increase brand loyalty.

“Customers expect quick resolution whether on the phone or web. RightNow improves customer satisfaction, by providing our customers with a user-friendly, searchable knowledgebase and suggested answers. Customers are more satisfied when they are able to quickly get answers to their questions without the need to contact customer service.”Christina Shortall, customer service director, Casual Male Retail Group

Casual Male Uses RightNow to Measure Invaluable Customer Feedback

By using RightNow’s reporting and analytics capabilities, Casual Male’s customer service team is able to pull reports in minutes, monitor customer incidents in real-time, and provide accurate and quality information without involving IT. Casual Male can also use RightNow analytics to identify trends to understand issues from the customer’s perspective and gather insights into increased customer satisfaction. This data helps Casual Male boost customer loyalty.

About RightNow

RightNow is helping rid the world of bad experiences one consumer interaction at a time, eight million times a day. RightNow CX, the customer experience suite, helps organizations deliver exceptional customer experiences across the web, social networks and contact centers, all delivered via the cloud. With more than ten billion customer interactions delivered, RightNow is the customer experience fabric for nearly 2000 organizations around the globe. To learn more about RightNow, go to

RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market.

About Casual Male

Casual Male Retail Group, Inc., the largest specialty retailer of big and tall men’s apparel, with operations throughout the United States, Canada and Europe, operates 442 Casual Male XL retail and outlet stores, four Destination XL stores, 18 Rochester Clothing stores and direct to customer businesses, which include several catalogs and e-commerce sites. The Company is headquartered in Canton, Massachusetts, and its common stock is listed on the NASDAQ Global Market under the symbol “CMRG.”


RightNow Technologies, Inc.
Chaundera Wolfe, 406-556-3323
Horn Group for RightNow
Simone Souza, 415-905-4013

Source: RightNow