On demand CRM software maker, RightNow Technologies, has revealed its latest client, Italian gun manufacturer, Beretta.

With a history that dates back to at least the year 1526, Beretta is the world's oldest gunmaker, and one with a growing presence in the US market. While the company currently sells its product into America through distribution, it has made direct, ongoing communications with its customers a key component of its marketing strategy. This has resulted in a growing volume of phone calls and emails that was straining Beretta's contact centre resources.

According to Rightnow, since applying the new system, Beretta has seen immediate and tangible results in its first 90 days of deployment. The CRM provider says that email volume has been reduced by 60%, as customers find answers to their questions on the Beretta company's website. This, in turn, has eliminated a former backlog of up to 3,500 email questions. Call volume to their technical assistance and customer service lines has also been reduced by 40%.

As a result of all this, Beretta now estimates that it has increased revenue by $150 per agent per day.

RightNow has radically streamlined Beretta’s communications processes so that it can serve more customers effectively without increasing headcount, says Matteo Recanatini, director of consumer services at the Italian company. ‘We have achieved outstanding return-on-investment in very short order and foresee significant additional business gains as we further expand our implementation,’ he told SM365.