Garmin Deutschland Resolves 40% of Customer Inquiries Online, Boosting Productivity and Effectiveness of Customer Service Representatives
With more than 100 million navigation devices sold, Garmin is the world’s leading manufacturer of mobile navigation systems. It sold more than 16 million devices in 2011, alone, and demand remains high. Its global workforce of more than 9,000 includes nearly 100 employees who work for the company’s German branch, Garmin Deutschland GmbH, in marketing, sales, product management, cartography, and support.
As Garmin Deutschland’s customer base continued to grow, it experienced a sharp upturn in customer queries, making it increasingly difficult to manage them using Microsoft Outlook and just three staff members. The company looked for a solution that would help it answer customer queries consistently and quickly, while reducing service-staff workloads.
Garmin Deutschland deployed Oracle RightNow Web Self Service Cloud Service to simplify customer query resolution; enable efficient Web self-service, with access around the clock; and reduce customer inquiry calls and e-mails. The company increased overall efficiency and cost-effectiveness, while providing its customers world-class service.