Successfully managing customer complaints/disputes using RightNow?

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Hi,

Our business has recently started using RightNow for customer emails and chat. We're wanting to move our Complaints Team from Outlook to RightNow. This team manages customer dispute resolution cases, their cases tend to be longer term and involve more than one contact.

We're wanting to move the management of the cases into RightNow to have better visibility of case ownership, case progression, urgency and better reporting. 

Is there anyone in the forum who is successfully using RightNow to manage their more serious customer complaints/disputes? If so, it would be great to get in touch with you to see how you are using RightNow to manage these cases.