Learn how the world’s largest food and beverage company reduced the demand on their IT customer support teams and improved the end user experience with RightAnswers.

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The Challenge

Nestlé needed to support thousands of IT users in the UK and Ireland, with continuously high inbound support volume and a critical need to improve customer experience. The organization aimed to shift away from traditional ticket-based support by streamlining self-service capabilities, anticipating demand, and reducing pressure on IT teams. Key priorities included minimizing incident creation, maximizing self-service usage, and ensuring users received fast, accurate information

The Solution

Nestlé deployed RightAnswers, a robust knowledge management platform, pairing custom portals and admin tools with deep ticketing integration. Working closely with the RightAnswers team, Nestlé conducted a health check and undertook KCS™ (Knowledge Centered Service) training to establish best practice processes. The upgraded solution included branded experiences, live service status updates, digital access tools, and ongoing reviews, ultimately delivering a tailored, scalable self-service environment for both end users and agents.

The Results

Nestlé’s revamped approach delivered real results:

• Over 5,000 users access enhanced self-service each month, easily finding answers and raising new requests independently.

• 80% of IT incident tickets are now resolved at first level, eliminating the need for traditional desk calls for most users.

• Effective demand prevention through proactive content and intuitive portals resulted in significant cost savings and higher end-user satisfaction.

• Continuous improvement is fueled by virtual KCS community engagement, regular expert reviews, and integration of industry-leading knowledge article libraries.