Case Study: TomTom reduces support costs and turnaround times with Unbabel

A new direction for multilingual support at TomTom

TomTom, the global location technology company, was struggling to keep multilingual customer support flexible and cost-effective amid seasonal hiring challenges, support spikes, and hard-to-fill language roles. To handle 22 languages, TomTom needed a more agile solution than traditional staffing, especially for low-volume languages and peak periods, and turned to Unbabel’s AI-human translation platform with API-based integration.

Unbabel helped TomTom build a specialized multilingual support team using English-speaking agents who could support multiple languages through AI plus human translation. With Unbabel’s glossaries, translation memories, support templates, and continuous machine learning, TomTom reduced support costs by 20% year over year, cut email turnaround time by 42%, lowered chat abandon rate by 10%, and increased CSAT by 12% on email, while reaching 80% CSAT on chat.

TomTom

Penny Weemer

Customer Care Manager