COVID-19 impact. Information here

Improving remote working and digital innovation

The European leader in user experience, HELPLINE wanted to improve business continuity planning and opportunities for digital innovation. With the Genesys Cloud™ solution, the company switched to home working in five days. Along with higher customer satisfaction scores, HELPLINE now enjoys faster access to data and reports, with new clients onboarded even faster than before.

97% client retention rate

Handled 30,000 daily contacts efficiently

Five-day rollout for home working

Increased client satisfaction despite 30% volume increase

Faster access to data and reports

80% reduction in client onboarding time

Thanks to Genesys Solution, we’re in a much stronger position to get through the crisis and bounce back with new-found agility. And we have faster access to our reports and can now onboard customers even faster.

Lionel Florence

Director Users Digital Journeys

HELPLINE

Experts at solving IT issues

With 11 sites and over 200 customers, HELPLINE is the European user experience leader. At the heart of the business is a team of 2,000 skilled technicians that help customers fix IT issues on the spot — via phone, email or chat. More complex issues can involve desktop sharing or a site visit.

All of that was managed using the Genesys PureConnectTM solution, deployed on-premises and neatly integrated with the company’s dashboard reporting tools, IT service management and Active Directory systems.

“We grew from 1,000 to 2,000 agents in four years and are proud to have a 97% client retention rate, one of the best in the industry,” said Lionel Florence, Director Users Digital Journeys at HELPLINE. “We deal with around 30,000 daily inquiries with utmost efficiency. Genesys has been by our side throughout.”

Prepared for anything

Business continuity planning (BCP) is vital to a leading IT services company like HELPLINE, which provides critical support for major public organizations, financial institutions and retailers. Toward the end of 2019, the company put the Genesys Cloud platform to the test at one of its sites in Paris.

“As well as improving BCP, we were keen to see how Genesys could support the next stage of our digital strategy,” said Lionel. “For example, moving to Customer Experience as a Service — anticipating, automating and bringing fresh innovation like callbacks and AI-enabled bots. The trial confirmed we could do lots more for about the same level of spend.”

An ultra-fast, easy migration

A few months later, the trial moved to a full rollout when the COVID-19 pandemic put France — and the world — into lockdown. “We signed up for Genesys Cloud on Friday and went live the following Tuesday with remote working,” said Lionel. “We took care of the implementation ourselves and, within a couple of hours, our customer support technicians were familiar with the system.”

In the first day of the lockdown, HELPLINE received three times more calls compared to the company’s previous biggest-ever spike. Over the next two weeks, volumes rose by up to 30% before eventually easing. Despite these remarkable challenges, HELPLINE saw an increase in customer satisfaction ratings.

We took care of the implementation ourselves and, within a couple of hours, our customer support technicians were familiar with the system.

Lionel Florence

Director Users Digital Journeys

HELPLINE

Agile digital innovation

Having transformed BCP agility and resilience, HELPLINE is now focused on using the Genesys Cloud platform as a digital accelerator. The first step is to automate service delivery by adding voice and chatbots, along with predictive routing. Other plans include eliminating manual quality and work scheduling tasks with the introduction of Genesys Workforce Management.

“Thanks to Genesys Cloud, we’re in a much stronger position to get through the crisis and bounce back with newfound agility,” concluded Lionel. “And, we have faster access to our reports and can onboard customers even faster.”

At a glance

Customer: HELPLINE

Industry: IT service provider

Location: France

Company size: Approximately 2,000 users

Challenges

  • Improve business continuity planning
  • Accelerate digital strategy

Additional resources

Case study PDF

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