Garmin Deutschland Resolves 40% of Customer Inquiries Online, Boosting Productivity and Effectiveness of Customer Service Representatives
 
 

Garmin Deutschland Resolves 40% of Customer Inquiries Online, Boosting Productivity and Effectiveness of Customer Service Representatives

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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.

 
 

 
 

Challenges

A word from Garmin Deutschland GmbH

  • “Oracle RightNow Web Self Service Cloud Service had a high level of acceptance among our customer service professionals right from the start and made a very positive impact on our customers’ overall satisfaction level. As the knowledge database grows, so does our ability to deliver efficient customer service at any service level, be it the answer that the customer quickly finds on our Web site, the answers that Oracle RightNow SmartAssistant delivers, or the personal support that our customer service agents provide.” – Gerhard Wörner, Manager Customer Service & IT, Garmin Deutschland GmbH

  • Continue to provide world-class service in the midst of a sharp upturn in customer queries about Garmin navigation systems―inquiries that the company found increasingly difficult to manage efficiently via Microsoft Outlook and with just three staff members
  • Deploy a solution that efficiently and effectively answers customer queries consistently and quickly while improving customer service employee productivity
  • Enable customers to rapidly find answers to their questions about product registration, the latest map material, updated data sheets for Garmin products, and a wealth of other information, around the clock, via Web self-service

Solutions

Oracle Product and Services

  • Deployed Oracle RightNow Web Self Service Cloud Service, Oracle RightNow Knowledge Foundation Cloud Service, and Oracle RightNow Dynamic Agent Desktop Cloud Service to simplify customer query resolution, enable efficient Web self-service with around-the-clock access, and reduce costs
  • Enabled customers to find answers to more than 40% of their inquires through Web self-service using the Oracle RightNow knowledge database, which learns every time it interacts with a customer seeking information, automatically recognizes the most popular search terms, and sorts the latest themes dynamically
  • Equipped administrators to define answers for call center agents and users of Garmin’s Website to maintain an up-to-date knowledge database at all times, with the possibility to prioritize specific answer components if a product or service issue occurs
  • Enabled the service team to actively post important information online—triggered by which questions customers ask most often at any given time—so that every time a customer conducts a search, the system automatically displays answers to the five most frequently asked questions
  • Reduced service inquiries from unregistered customers, substantially, with Oracle RightNow SmartAssistant by automatically reading customer queries and offering additional answers before Garmin’s customer service professionals process the contact form, saving costs and improving customer service productivity
  • Introduced a popular, personalized subscription service for registered customers, based on stored search and buying patterns, which enables requesting notifications of specific page updates: for examples, informing customers automatically when product datasheets are updated or the latest speed-camera-detector locations are available for download
  • Noticed a significant fall in the number of incoming calls on Monday mornings in Garmin’s call center which enabled it to level out staffing

Why Oracle

“Oracle RightNow Web Self Service Cloud Service is the best solution for providing knowledge-based answers and publishing them in a controlled manner. Our customer service quality has increased sharply, since our service professionals only have to resolve cases that Oracle RightNow’s knowledge database cannot yet help. The dramatic call reduction we are seeing on Monday mornings, historically one of our most active times, is testament to the solution’s ability to optimize customer interactions,” said Gerhard Wörner, manager customer service and IT, Garmin Deutschland GmbH.

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