Jackson Hewitt Tax Service Inc. is the second-largest tax preparation service in the United States and is responsible for preparing millions of computerized federal, state, and local, individual income tax returns each year. The company operates more than 6,800 franchised and company-owned locations throughout the United States, including 2,800 locations in Wal-Mart and other retail stores in the United States and Puerto Rico. Jackson Hewitt also offers an online tax preparation product at www.jacksonhewittonline.com.
Since Jackson Hewitt’s business is so seasonal, the company sought SaaS-based learning management and CRM offerings that would enable it to pay for what it needs, avoiding fixed licensing costs and asset management requirements, regardless of volume. Oracle Taleo Learn Cloud Service and Oracle RightNow Cloud Service solutions are industry-leading offerings that provide high levels of scalability, functionality, and reliability, as well as predictable costs.
“Oracle Taleo Learn Cloud Service is a strong fit for our unique learning environment,” said Barbara Jordan, chief learning officer, Jackson Hewitt Tax Service Inc. “It allows us the flexibility to scale readily when we need to, without the cost of maintaining costly, on-premise deployments. As important, the platform is highly flexible to allow us to deliver training through many different modes.”
“We like that Oracle RightNow is cloud based and always one step ahead in developing new features in the CRM applications that we can leverage to make our customers’ experience better, easier, and seamless. Regardless of whether they prepare their own tax return at jacksonhewittonline.com or choose to work with a professional preparer in one of our stores, customers expect the same high level of service and experience from Jackson Hewitt, and Oracle RightNow continues to help us accomplish that goal,” said Tim Bechtold, vice president of customer service, Jackson Hewitt Tax Service Inc.
Jackson Hewitt deployed Oracle Taleo Lean Cloud service in just three months and has achieved high performance, with response times ranging from 80 milliseconds to 556 milliseconds. The company also values high availability, especially during peak seasons.
Jackson Hewitt replaced its legacy CRM system with Oracle RightNow Cloud Service. It set up two systems, each with two interfaces. The first system serves the company’s franchise community. Each interface allows users to access a knowledge base. Franchise employees can also use an ask-a-question tab to e-mail Jackson Hewitt, or use the chat tab to start a live session with one of the support agents. A second interface on the business-to-business system is for corporate customer service agents in the Philippines. When a call comes in, an agent creates a case and routes it back to the franchise-care designee for resolution.
Jackson Hewitt deployed a second system for its online customers. Taxpayers can e-mail or chat with a representative, make a call to a live agent, and/or use self-service tools to get their questions answered. This system also has a second interface for jacksonhewitt.com visitors who might be looking for an office location or information on documentation for tax preparation processes.