"Around 50 percent of customer e-mails are auto-answered by the system through the existing knowledge base and the rest is a matter of reading the questions submitted and replying directly with two or three options. Last month in Australia we received around 500 e-mails and the rate is increasing by 20 to 30 percent monthly."

Van Keulen stated the company does use a degree of "standard" answers, adding that they strive to have e-mails answered by local people due to the higher impression of better quality support.

The RightNow Services module used by TomTom includes a Web self-service interface, e-mail and call tracking management and further analytic and reporting features. Before using RightNow TomTom was solely reliant on a Notes-based system.