Embracing a cloud-first way to work
Farmers Mutual Group (FMG) is New Zealand’s leading rural insurer. Built on the foundation of excellent client support and experiences, the business has fostered long-term client relationships — helping build strong and prosperous rural communities.
“Our clients deserve and require for us to be there when they call, providing assistance and advice in their time of need,” said Matt Harvey, Head of National Advice and Service Center at FMG.
This held true during New Zealand’s first COVID-19 lockdown. FMG was already migrating to the Genesys Cloud CX platform as part of its new cloud-first strategy to remove reliance on its local infrastructure and create more resiliency within its ecosystem. In the first rollout, the FMG team discovered the impact of the implementation and how to use the system to create the best client experience possible.