Sophisticated Enterprise Implementation Delivers Results in Just 90 Days BOZEMAN, Mont., May 8 /PRNewswire-FirstCall/ -- RightNow(R) Technologies (NASDAQ:RNOW) today announced that its Customer Experience Management solutions are helping TD Banknorth provide competitively differentiated customer experiences while reducing its operating costs -- all while supporting an aggressive acquisition strategy. TD Banknorth's initial implementation was completed in just 90 days. The bank began to reap quantifiable benefits almost immediately. These benefits included the ability to answer 50 percent of its emails within six hours and 97 percent within 24 hours. At the same time, the bank's RightNow-powered online knowledge base reduced email volume to its contact center by more than 55 percent. This reduction, combined with the efficiencies RightNow brought to email management, allowed the bank to shift the majority of its email customer service resources to other areas. TD Banknorth took advantage of RightNow's professional services to customize its implementation in a variety of sophisticated ways in order to fulfill its specific business requirements. For example, a business rule in RightNow automatically detects whether non-secured emails contain sensitive personal information such as customer Social Security numbers. If so, the system rejects the message and directs customers to a different system. The professional services team also completely customized the public interface of the knowledge base to match the look-and-feel of the TD Banknorth site so the bank's customers would feel right at home. "With RightNow, we can more quickly and efficiently provide consistent, compliance-verified information to our customers via phone, email and the web," Mark Ellis, senior vice president of eCommerce at TD Banknorth, said. "That helps us avoid customer frustration and meet our retention goals." TD Banknorth selected RightNow after an extensive evaluation of available traditional CRM solutions. Key factors in the bank's decision included RightNow's highly intuitive knowledge-driven solutions and its multi-version, multi-tenancy SmartHosting(TM) environment-which is regularly subject to SAS70 Level 2 audits, a due diligence process that assures corporations of the safety and integrity of their data when it is being handled by a third party. "Financial institutions are under pressure to provide competitively differentiated customer service, while controlling costs and maintaining compliance with a wide range of regulatory requirements," Peter Dunning, RightNow's president of field operations, said. "RightNow's on demand CRM solutions allow them to fulfill all three of these critical goals without the capital costs and IT burdens associated with conventional technology ownership." About TD Banknorth Inc. TD Banknorth Inc. is a leading banking and financial services company headquartered in Portland, Maine and a majority-owned subsidiary of TD Bank Financial Group. At March 31, 2006, TD Banknorth had over $40 billion of total consolidated assets and provided financial services to more than 1.5 million households in the Northeast. TD Banknorth's banking subsidiary, TD Banknorth, N.A., operates banking divisions in Connecticut, Maine, Massachusetts, New Hampshire, New Jersey, New York, Pennsylvania and Vermont. TD Banknorth and TD Banknorth, N.A. also operate subsidiaries and divisions in insurance, wealth management, merchant services, mortgage banking, government banking, private label credit cards, insurance premium financing and other financial services and offers investment products in association with PrimeVest Financial Services, Inc. The TD Banknorth common stock trades on the New York Stock Exchange under the symbol "BNK". For more information, visit http://www.tdbanknorth.com/. About RightNow Technologies RightNow (NASDAQ:RNOW) is leading the industry beyond CRM to high-impact Customer Experience Management solutions. More than 1,500 companies around the world turn to RightNow to drive a superior customer experience across the frontlines of their business. As a win-on-service strategy becomes a business imperative, Customer Experience Management solutions have become essential for business success. Founded in 1997, RightNow is headquartered in Bozeman, Montana, with additional offices in North America, Europe and Asia. For further information, please visit http://www.rightnow.com/. RightNow is a registered trademark of RightNow Technologies, Inc. NASDAQ is a registered trademark of the NASDAQ Stock Market. DATASOURCE: RightNow Technologies CONTACT: Jason Treu of RightNow Technologies, +1-972-232-3977, or cell, +1-214-893-3096, Web site: http://www.rightnow.com/ http://www.tdbanknorth.com/

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