Case Study: Trimble Navigation Limited achieves unified tech support and a streamlined customer experience with NICE Systems' CXone

Trimble Transportation Unifies Complex Tech Support Teams on NICE CXone

Trimble Transportation, a division of Trimble that provides technology for the logistics industry, faced a fragmented technical support operation after rapid M&A: six different support teams used multiple CRMs and telephony platforms with inconsistent processes and hours, creating confusing customer experiences and internal inefficiencies. The company’s goal was to consolidate support into a single, cloud-based CRM and contact center to deliver a consistent “One Trimble” experience.

Trimble implemented NICE CXone integrated with Salesforce as a unified contact center, replacing six legacy platforms with one number and a single technology stack that enables bidirectional data links, contextual screen pops, reliable routing, and low-code customization. Within months the change produced a consistent customer experience, smoother ticket handoffs aligned to agent skills, faster call playback for more effective coaching, and measurable cost and productivity improvements.

Trimble Navigation Limited

Creighton Engen

Senior Manager, Technical Support