Full control, flexibility and scalability in the cloud

With nearly 50 stores and a thriving eCommerce business, Leroy Merlin is raising the bar on omnichannel experience through live chat, chatbots, dynamic FAQs and an always-evolving IVR. Crucially, it has clear sight of the customer experience (CX) metrics that matter, more streamlined decision-making and increased agility.

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Seamless omnichannel

customer experience


into real-time performance metrics


control, flexibility and scalability

A leading home improvement and gardening retailer, Leroy Merlin operates in several countries throughout Europe. With nearly 50 stores and a promising eCommerce business, Leroy Merlin believes that customer satisfaction is the main differentiation between them and their competitors — online and offline.

With a mission to deliver a seamless omnichannel experience — no matter where the customer is in their purchasing journey — Leroy Merlin knew its legacy on-premises solution couldn’t keep up. It needed a digital transformation. In 2018, the company began searching for a new customer care platform that could deliver full control, flexibility and scalability in the cloud.

After assessing various cloud and on-premises platforms, Leroy Merlin found that the Genesys Cloud™ solution best fit its needs. Leroy Merlin quickly implemented the solution with the help of its partner Bizmatica, which specializes in supporting companies through a digital transformation.

With the Genesys Cloud platform, Leroy Merlin can leverage real-time data to streamline business decisions, scale its functional and structural coverage, and support its customers through various channels — live chat, chatbots, dynamic FAQs and an always-evolving IVR.

We assessed various cloud and on-premises CTI vendors and Genesys came up as a clear industry leader, as also confirmed by the Gartners Magic Quadrant for over 20 years. Their continuous delivery strategy is key for our new agile way of working. It is aligned with our vision in terms of market flexibility, and gives us the ability to focus on useful and real-time data to streamline our business decisions.

— Edoardo Messinese, IT Manager, Sales and Marketing, Leroy Merlin

At a glance

Customer: Leroy Merlin

Industry: Retail

Location: Europe


  • Lacked flexibility to meet business demands
  • Improve CX by offering a variety of channels