For many years, New Zealand’s Fonterra Cooperative Group 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™ platform, using implementation partner Pyrios.
Now, with the Genesys Cloud 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.
Divergent technology obscures single view of customer
Fonterra produces 30% of globally traded dairy products yet runs a lean contact center operation — around 70 seats across four contact centers. The biggest center, known as Farm Source, supports the co-operative’s nearly 10,000 New Zealand farms.
During peak milk season, Farm Source can manage up to 1,100 calls a day. And it handles about 145,000 inbound calls and 70,000 outbound calls throughout the regular season. Other call centers support Australian Fonterra farmers — brands that include Anchor and Mainland — as well as a credit control team.
However, with each contact center operating independently, and the prospect of integration unlikely, Fonterra had to look past its on-premises platform to improve both customer and end-user experience. Moving to the cloud was the first step.
Upgrade decision leads to cloud
Fonterra put five market-leading providers through their paces. It then selected the Genesys Cloud platform and implementation partner Pyrios to spearhead the transformation of its enterprise service management capabilities.