Tom Tom Case Study

CASE STUDY: TOMTOM

RIGHTNOW-POWERED CONTACT CENTER SUPPORTS 800% BUSINESS GROWTH WITH RESPONSIVE, COST-EFFICIENT CUSTOMER CARE Every company aspires to fast growth. But growth can bring its own share of problems – especially when it comes to customer service. Service quality can deteriorate as contact center workloads increase. Operational costs can skyrocket, eroding profitability. And market insight can be lost as the sheer volume of customer interactions overwhelms the company’s ability to track and understand them. But that’s not what’s happened to TomTom. Working with RightNow, the multinational navigation products leader is running a highly efficient contact center that provides world-class support to customers across all communication channels. In fact, even as its business has grown by 800 percent, TomTom has been able to limit the growth of its email volume to 100 percent and its phone call volume to 200 percent because its RightNow-powered web self-service system serves up more than two million answers every month. TomTom also has total visibility into all customer interactions across all channels, so it can gain the market insights it needs to maintain and extend its industry leadership. “RightNow is a powerful solution for capturing company and product knowledge and delivering it to customers when and how they need it,” declares TomTom’s general manager of support Roy van Keulen. “As a result, we’ve been able to achieve high levels of customer satisfaction while keeping our contact center costs under tight control.” The Fastest Route to a Global, Multi-Channel Contact Center Before implementing RightNow, TomTom used a simple Notes-based system to manage email and conventional FAQs to answer customers’ questions via the web. The limitations of this approach began to show during the holiday season a few years back, when the company found itself with a backlog of emails and lengthening phone queues. Then, that following summer, the company launched a...