Goals

• Deliver great service and support across all communication channels to ensure customer loyalty
• Optimize efficiency to keep costs from growing as fast as the business
• Gain better visibility into customer issues to ensure responsiveness to their needs

Achievements

• 24-hour web self-service handles more than two million answers viewed each month 
• Reduced phone and email workloads result in lower costs but improved customer experience 
• All interactions across all channels tracked in one place for maximum market insight

“One of the keys to success in this market is to make things as simple for the customer as possible. By making it so easy to find answers on our website, RightNow fits perfectly into the overall TomTom customer experience. ”

- Roy van Keulen, General Manager of Support, TomTom 

TomTom began working with RightNow to support its rapid growth and maintain quality customer service. Before implementing RightNow's contact center solutions, the company used a simple notes-based system to manage email and conventional FAQs to answer customers’ questions via the web. However, the company soon had a backlog of emails and long phone queues. When TomTom began to see increasingly large market response, it was clear it needed to improve customer service operations in anticipation of a growing number of inquiries.

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 delivers more than two million answers every month. The new contact center also experienced a 25 percent reduction in email volume almost immediately.

TomTom Homepage

About TomTom

TomTom NV is a leading provider of personal navigation products and services to the consumer market. Its products include all-in-one navigation devices which enable customers to navigate right out of the box, as well as navigation software products which integrate with third-party devices such as PDAs and smartphones. TomTom's portfolio of products and services includes the award-winning TomTom GO family of integrated navigation devices, the TomTom Navigator software for PDAs, TomTom MOBILE navigation software for smartphones and TomTom Plus, a location-based content and services offering for TomTom's navigation products. TomTom was founded in 1991 in Amsterdam and has offices in the Netherlands, the United Kingdom, Australia, the United States, and Taiwan.