InspiriTec, a social enterprise IT services provider dedicated to removing barriers for customers and empowering employees, aimed to modernize its help desk and contact center operations. By implementing the Genesys Cloud™ platform, InspiriTec cut average handle time by 15% and cut client onboarding time in half — improving efficiency and customer experience while enabling faster growth.
15% decrease
in average handle time
50% reduction
in client onboarding time
12% faster
employee onboarding time
InspiriTec, an award-winning contact center and IT-support social enterprise, empowers people with disabilities and Veterans through a unique model that pairs cutting-edge customer experience (CX) technology with deep empathy. By prioritizing employee experience — including equipping representatives with advanced tools and training — the social enterprise creates a virtuous cycle that fuels exceptional customer care.
To sustain that cycle and scale its impact, InspiriTec decided to level up to a more flexible, cloud-based CX technology.
“We want to stay ahead of the technology curve and have continued success in the contact center space,” said Gordon Clinkscale, Chief Project Officer at InspiriTec. The social enterprise also wanted to eliminate the downtime and costs associated with an on-premises CX solution.
With the Genesys Cloud platform, the social enterprise gained the flexibility, reliability and stability it needs to achieve its goals and meet the varied service delivery requirements for its diverse client base. It also provides InspiriTec with the ability to tailor workstreams based on project scope.
“The fundamental baseline of a contact center is to be there for your clients and their customers,” added Clinkscale. “Genesys provides that crucial uptime for us with an intuitive system that’s easy to use.” Since implementing Genesys Cloud, InspiriTec has cut implementation time in half when onboarding clients, decreased average handle time by 15%, and reduced employee onboarding time by 12%.
“We’d like to be seen for the quality of the work we do rather than just for the specialness of our mission or the specialness of our workforce,” said John Connolly, President and CEO of InspiriTec. “We see Genesys as a partner in fulfilling our mission not only to help our workforce, but also to serve our customers.”
“The fundamental baseline of a contact center is to be there for your clients and their customers. Genesys provides that crucial uptime for us with an intuitive system that’s easy to use.”
Gordon Clinkscale
Chief Project Officer, InspiriTec
At the heart of that mission is a simple truth: For InspiriTec, caring for employees and delivering excellent service are inextricably linked. The culture at the social enterprise supports this by removing barriers, cultivating belonging, inspiring excellence and embracing innovation. “When we take care of our colleagues, they take care of our customers,” said Connolly.
“Part of that is making sure our colleagues have what they need to do their jobs,” added Clinkscale. “Putting our colleagues in a position to succeed helps fulfill our mission.”
That same care extends to clients and customers. “When someone reaches out to our contact center, they’re usually facing a barrier — a problem they need help solving,” said Clinkscale. “Our agents know what that feels like. We’re in the business of removing barriers — for our employees and for our customers.”
That’s especially meaningful for clients like the U.S. Department of Defense. Many InspiriTec agents are Veterans and Wounded Warriors themselves, bringing shared experience, empathy and trust to every interaction.
Connolly calls this balance between compassion and capability the social enterprise’s Culture of Caring. “Our people have empathy and heart. And when you combine those human traits with great technology, that’s when real customer experience happens,” said Connolly. “We can say we offer the best technology and the best people to use it.”
Implementing Genesys Cloud has laid the foundation for the social enterprise to scale its operations to meet growing client demand while maintaining that empathy and heart.
Previously, it took InspiriTec about 90 days from contract to go-live to onboard a new client. With Genesys Cloud, that timeline has been cut nearly in half — to just 45 to 60 days. Plus, the platform’s intuitive design makes it easy for new agents to reach proficiency quickly.
“Our agents learn Genesys much faster than previous solutions, which helps us scale projects and go live sooner,” said Clinkscale. “Training and onboarding are seamless — our people grasp the platform quickly and rarely have issues once they’re using it.”
Additionally, the social enterprise is using gamification to engage and motivate its agents. One unexpected benefit of that is the efficiency gains InspiriTec has seen as agents increase their proficiency aiming to move up the leaderboard.
InspiriTec is also able to better size its teams for client projects — and create efficiencies for their own supervisors — using the forecasting and scheduling capabilities within Genesys Cloud Workforce Engagement Management.
Even the Genesys Cloud IVR is helping the social enterprise be more responsive in meeting its clients’ needs. “The IVR enables us to be nimble making any changes,” said Clinkscale.
And it enables end customers to get basic information without needing to speak to an agent. This streamlines the customer journey while reducing agents’ need to handle these simple tasks, leaving more time to devote to complex customer interactions.
At the same time, InspiriTec clients are seeing continuous improvement with Genesys Cloud. “They know what we looked like yesterday and see that we are better today in terms of being nimble and efficient,” Clinkscale said. “When clients expect great service delivery and efficiency and they get it, it leads to client trust.”
Uptime and continuity are fundamentals that Clinkscale prioritizes to ensure that service delivery.
“Knowing that Genesys will always be there for our clients — that we don’t have to worry about downtime — allows us to focus on employee engagement, customer satisfaction and continuous improvement,” said Clinkscale. “That baseline with Genesys puts us in a position of strength.”
The Genesys Charitable Discount Program also supports InspiriTec in its endeavors to continually innovate and improve its processes and experiences. The social enterprise reinvests program savings into enhancing its client, customer and employee experiences.
InspiriTec has already seen notable results with Genesys Cloud, including a 15% reduction in average handle time within the first 45 days of going live on the platform. Additionally, the social enterprise has cut implementation time in half when onboarding clients.
“Greater efficiency and better experiences go hand in hand,” said Clinkscale.
“We wouldn’t be a premier contact center company if we didn’t have the technical infrastructure that Genesys provides. But it also has great people. They truly care about us as a customer and always listen.”
John Connolly
President and CEO, InspiriTec
The InspiriTec team measures success in large part by its ability to provide service more efficiently and effectively than it did in previous years. Continuous innovation enables the social enterprise’s ability to achieve those goals.
So, the next endeavor for the social enterprise involves incorporating Agent Copilot into the employee experience — which is currently in the testing phase — as well as other AI capabilities under consideration. The goals in using these capabilities include helping agents become even more efficient by providing assistance during calls, so they can find solutions for customers faster.
“We wouldn’t be a premier contact center company if we didn’t have the technical infrastructure that Genesys provides. But it also has great people. They truly care about us as a customer, always listen and always acquaint us with new features and capabilities,” said Connolly. “We appreciate our partnership.”
Added Clinkscale: “This is how we’re able to modernize and step into the future for our needs, as well as for those of our clients.”
To learn more about the solutions featured in this case study, visit www.genesys.com.
