Localsearch is a digital marketing company that services and supports small business owners in 38 markets, primarily along Australia’s eastern seaboard. The company has more than 28,000 customers who prefer to interact with customer service through inbound calls. This preference, combined with the limitations of a legacy contact center system, were the primary drivers for upgrading its 80-seat contact center to the Genesys Cloud CX™ platform. Then, as part of its response to the COVID-19 pandemic, Localsearch urgently brought 60 sales consultants onto the platform.
Business continuity was a key driver. The Localsearch team needed to know a power outage or similar disruption wouldn’t take its operations offline. The team selected Genesys Cloud CX because of its capability to support contact center staff working from anywhere, including their homes — without any deterioration in customer service.
Within days of rolling out Genesys Cloud CX, the platform’s remote working capabilities were tested. In response to the growing COVID-19 issue, the Queensland Government was forced to order a state-wide lockdown. That meant Localsearch had to rapidly deploy remote working for its contact center staff. Although it had never done this before, Localsearch rolled out remote working seamlessly — and without the need for outside support.
“It was a once-in-a-lifetime scramble, let’s hope. But we didn’t have to get on the phone to Genesys at all,” said Gary Mandelkow, Chief Technology Officer for Localsearch. “Everything worked as it was designed to.”
Ease of use is still front of mind for Mandelkow, even though Localsearch had to use the software in new ways almost immediately after deployment.
“When we went live with Genesys Cloud CX, we didn’t need to have three or four attempts,” added Mandelkow. “We went live at 5:00 PM on 26 March, and that was it. There were no rollbacks or any major issues — none of the chaos you’re used to when you migrate to a new contact center. Now, in terms of telephony there’s zero infrastructure that my IT team have to deal with. We have no hardware at our head office or even in a data center. The solution is entirely based on the cloud.”
The company was able to easily add 60 sales consultants to the platform, increasing the user base by more than 50% overnight.
“Again, one of the most incredible parts of the experience was how little support we needed,” said Mandelkow. “Everything in Genesys Cloud CX is elastic. We don’t have to ask for more licenses and pricing is all predetermined. Because of that, we can balloon up and shrink back down as we wish.”
Enhanced customer experience
Localsearch reports that, even during the height of the COVID-19 crisis, the company improved its customer experience.