Case Study: Pluxee Streamlines Global CX Strategy With Genesys

Previously known as Sodexo, Pluxee is a leading global employee benefits and engagement partner. From meals, culture and holidays to gifts, wellbeing and telemedicine, it helps 35,000 clients develop more meaningful employee relationships, while adding value to over 55,000 merchants’ businesses.

With a dual contact centre setup supporting clients, customers and merchants, Pluxee Romania is the company’s second-largest operation and pivotal to the success of its global customer experience (CX) transformation strategy.

Challenges

Handling contacts was time-consuming and frustrating for agents frequently having to jump between screens and re-enter the same information.

This situation wasn’t helped by a local provider solution that restricted IVR changes and separate systems for recordings, sales contacts and customer feedback. Existing siloed data was often incomplete, delaying decision-making and service improvement efforts.

“We were not getting any closer to our digital-first vision,” said Andreea Coca, CX and Quality Manager at Pluxee Romania.

“We could only partially monitor interactions and not cases. With limited automations, manual tasks were prone to error. Also, there was no single customer view, preventing personalized experiences.”

Solution

With similar challenges affecting 30-plus contact centres worldwide, Pluxee made a group-wide decision to standardize CX strategy across all its countries.

It would take an integrated stakeholder approach, multiskilled agents and consolidated systems capable of driving digital care options and usage.

Advanced cloud capabilities and best-in-class CRM and case management systems were other must-have requirements.

The company rigorously screened market offerings against these strict criteria, before eventually selecting the Genesys Cloud platform.

“Genesys Cloud ticked all the boxes for our group stakeholders, and we could see why,” said Coca. “It was reliable, scalable and intuitive to use. And we really liked the workforce management features.”

“We were assisted by Genesys Professional Services throughout and their support, particularly with customization and integration, was really invaluable,” added Coca.

Results

• 95% of all chats resolved by bot without touching an agent
• 140% uplift in productivity
• Over 300% increase in chat adoption
• 90% of customers calling successfully self-serve using IVR
• 41% reduction in average handle time
• 11% improvement in first-contact resolution

Now, with Genesys Cloud, agents are multiskilled and serve multiple clients and merchants through one unified workspace.

“Close to 90% of consumers calling in successfully self-serve using our redesigned IVR, which we can now update ourselves in real time,” said Coca. “Similarly, over 95% of all chat conversations are resolved by a bot and never touch an agent.”

The remaining contacts – around 38,000 monthly calls; 13,000 emails; and 300 chats, plus outbound campaigns – are effortlessly managed by agents through a single user interface.

All interactions are routed through Genesys and classified in Salesforce, with both systems fully integrated.

Salesforce also interconnects with a GetFeedback solution; once a case closes, that automatically triggers an email containing one of 30 tailored CX surveys.

“Our agents have all the information they need at their fingertips, along with the single source of truth and 360-degree view they never had,” said Coca. “That means more efficient case handling and a better experience.

“For example, it’s now much easier to personally greet customers, see feedback scores and have them in mind while assisting them, as well as send canned responses for recurring level 1 requests.

“Also, we’re able to drive greater value from our Salesforce investment by introducing new tools for case management, SLA alerts and CRM reporting.”

More revelations followed. Before, selecting and listening to calls relied entirely on human intervention and manual effort. And results were buried deep in spreadsheets, making it difficult to keep track.

Now, with Genesys Cloud WEM, key activities like quality assurance, forecasting, feedback and coaching have been largely automated.

All of this has helped Pluxee Romania move toward a more fluid role assignment model based on agent knowledge and skill levels.

“Genesys Cloud WEM brought significant improvements to the way we manage and develop our people,” said Coca. “All call recordings are easily searchable and retained for six months.

“Likewise, our performance evaluation forms are completed in near-real-time and stored in one place. So, it’s really quick to check scores for inbound and outbound calls, emails and chats.”

Remarkably, by consolidating systems and channels, integrating Salesforce, improving and automating workforce management, and growing digital capabilities, Pluxee Romania has improved ten key measurements and won two awards recognizing its achievement from the Romanian Contact Center Awards.

Not surprisingly, the combined customer satisfaction (CSAT) score across Pluxee Group countries that have so far migrated to Genesys has risen 35%.

This blog post has been re-published by kind permission of Genesys – View the Original Article

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About Genesys

Every year, Genesys orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement.

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Author: Genesys
Reviewed by: Hannah Swankie