TomTom Achieves a Near 50% First-Contact Resolution Rate for 2 Million Contacts Each Year, Provides 26 Million Self-Service Answers with Oracle Service Cloud

"Oracle Service Cloud enables us to provide the highest levels of post-sales support and ensure we hit targets for our most important KPI—customer satisfaction." – Mark Hilton, Director, Reverse Logistics and Support Services, Customer Care, TomTom NV

Here are some of the benefits Oracle Service Cloud (aka RightNow) delivers Tom-Tom:

  • Provide consistently high post-sales service across multiple channels and in 28 languages for the customers who contact TomTom each year for technical support, product queries, or to ask about software updates—such as the location of new traffic-enforcement cameras, motorway services, or newly opened routes
  • Cut the number of return material authorizations (RMAs) issued to customers wanting a GPS refund or replacement during the warranty period—a process that is costly for TomTom and has an impact on customers’ perceptions of product quality
  • Increase productivity of contact-center agents in Europe, the Americas, and Asia
  • Improve customer satisfaction year-on-year by capturing and incorporating post-contact feedback into management information reports
Read the full report here
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