Nestlé improves end-user experience with RightAnswers
Through regular reviews with Upland, learning knowledge management best practices and learning from others with similar goals, Nestlé has been able to keep their self-service focused on the high-frequency demand that impacts their customers most, while constantly adding new and emerging knowledge to their offering. Through the investment in RightAnswer’s latest technology, Nestlé provides self-service to nearly 5,000 users each month through an enhanced user experience. RightAnswers allows simple, intuitive access to find answers, get updates about existing issues, raise new requests, and inform IT about issues affecting its productivity.
Thanks to RightAnswers, the vast majority of users are now able to resolve issues through the self-service portal, which has eliminated the need for traditional service desk support. Not only has the investment minimized the number of incidents created, but it has also allowed 80% of incident tickets to be resolved at first level, with many being solved almost immediately thanks to easy to find resources. Download this case study to learn more.
