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.
“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.