Fonterra

Personalization, innovation and agility with cloud technology

Fonterra produces 30% of globally traded dairy products yet runs a lean contact center operation — around 70 seats across four separate contact centers. The biggest center, known as Farm Source, supports the co-operative’s nearly 10,000 New Zealand farms.

For many years, Fonterra ran its farmer- and customer-facing service centers on a collection of non-integrated, on-premises contact center solutions. When the cooperative sized up digital channels to transform its customer experience and operating efficiency, the chasm between traditional technology and possibilities in the cloud drove its selection of the Genesys Cloud CX™ platform, using implementation partner Pyrios.

Now, with the Genesys Cloud CX platform at the heart of its contact center operations, a critical piece in the dairy co-operative’s overall customer experience has jumped light years ahead.

Benefits

  • 29% decrease in the number of inbound calls through the introduction of additional channels
  • 21% reduction in overflow calls to a third-party provider
  • 10% improvement in agent adherence over a four-month period
  • Six full-time employees repurposed into higher-value roles
  • Enabled work-from-home capabilities to ensure business continuity
  • Achieved single view of the customer with Salesforce integration

With the implementation of additional channels, we've managed to reduce inbound call volumes by 29% — which has enabled us to repurpose six FTE into higher-value roles.

Mel Tuck, Manager, Farm Source Service Center, Fonterra Co-operative Group

Resource thumb fonterra

Challenges

  • Aging on-premises solution lacked control, real-time insights and workforce planning
  • Long lead times on system updates and changes
  • Establish a scalable contact center platform, including Salesforce integration, to unite contact center operations
  • Empower managers with tools and information

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