Case Study: Nestlé achieves 90%+ self-service and 95% customer satisfaction with Upland Software's RightAnswers

Nestlé - Customer Case Study

Nestlé, the world’s largest food and beverage company, needed to ensure employees had the technology to do their jobs while reducing the cost and volume of IT support. Their objectives were to improve user experience, reduce inbound Customer Care volume, handle demand more efficiently, and shift appropriate requests to first-line support or self-service.

Nestlé implemented Upland RightAnswers’ Enterprise Knowledge Hub—including a knowledgebase, agent and end-user portals with ticketing integration—upgraded the platform, and adopted KCS with training and ongoing guidance from a dedicated Customer Success Manager. The outcome: over 90% of demand is self-served, 95% customer satisfaction, a 400% increase in self-service usage, and millions of pounds in avoided support costs.

Nestle

Jon Drake

Customer Care Manager