P&N Group simplifies banking experiences with CX Cloud, saving 15 minutes per agent per day

Simplifying banking and strengthening human connections

For P&N Group, customer experience starts with a simple principle: Do the basics well and do them in a way that truly serves people. As one of Australia’s largest customer-owned banks, P&N Group exists to enrich the lives of its customers and communities. And that purpose shapes every interaction.

“We want to be there for the moments that matter to our customers and provide exceptional experience every time,” said Eric Wong, Head of Transformation Strategy and Technology at P&N Group. “Whether that’s helping someone purchase their first home, refinancing their home loan to free up cash flow or assisting with their everyday banking to make sure our products are helping them achieve their financial goals.”

But to deliver that level of care consistently across channels and at scale, P&N Group needed a new approach that would simplify customer journeys, empower employees and ensure every interaction feels connected, personalized and effortless.

Bridging strategy and execution

P&N Group aimed to simplify experiences and empower agents so they could assist customers without systems hindering them.

“We’re focused on giving our people better digital tools, cutting out the friction for frontline teams, creating a real-time connected view of each customer to guide every interaction and reducing manual work,” said Wong. “We want to simplify everyday banking while continuing to protect our customers.”

The banking group needed to replace its siloed contact center solutions, which were making it difficult to deliver the seamless service customers expected. Agents were spending too much time navigating three disparate systems, completing manual tasks and searching for information.

This fragmented environment made it harder to scale service efficiently while maintaining the high level of care that defines the P&N Bank and BCU Bank brands.

The solution was to align systems, data and workflows into a single, seamless experience. To achieve this, the Group implemented CX Cloud™ by Genesys and Salesforce.

“We selected Genesys and Salesforce as they had a very strong reputation, and their offerings would allow us to deliver service at a very rapid pace,” said Syed Ahmed, Head of Customer Engagement Platforms at P&N Group. “Using CX Cloud from Genesys and Salesforce for our day-to-day operations has been a game changer for our team. Now everything they need is in one place.”

“Our decision to move our contact center to CX Cloud was driven by a commitment to having a single customer view by bringing together our core CRM and telephony platforms,” added Wong.

By integrating voice, digital channels, and CRM data into a single experience layer directly within Salesforce, P&N Group transformed disconnected interactions into a seamless, AI-powered experience. As customers speak, CX Cloud listens and supports agents in real time. This gives teams access to next-best actions through keyword signals, which has helped to reduce the time spent creating cases and leads to a more seamless experience for customers.

“The seamless flow between Genesys Voice and Salesforce Intelligence ensures our agents spend less time on admin tasks and more time building relationships with our valuable customers,” said Ahmed. “CX Cloud has simplified our architecture. Instead of managing complex integration between two separate roles, we are managing one unified ecosystem for our business.”

As a result, P&N Group has transformed fragmented interactions into unified, AI-orchestrated experiences, enabling every customer journey to flow as a single, continuous conversation across channels.

“Today, we’re able to better orchestrate end-to-end customer experiences,” said Wong. “Our customer journey is a single conversation regardless of the channel because Genesys Voice data is natively housed in Salesforce.”

Empowering employees and improving engagement

Operational gains have been significant, and employees quickly realized the benefits. CX Cloud allows agents to handle calls seamlessly inside the CRM system, which alleviates the strain of post-call work and ultimately helps to enhance employee engagement.

Workforce engagement tools have further strengthened the employee experience.

P&N Group is using Genesys Cloud™ Workforce Engagement Management to enable a more engaged, prepared and high-performing workforce that delivers a consistent customer experience by reinvesting time saved through CX Cloud back into its frontline teams for ongoing development and coaching.

There are now more opportunities for engagement activities like one-on-one training. Supervisors can more easily celebrate agent success and target coaching to specific needs and skill gaps. P&N Group plans to add cross-training, which it expects will be a big factor in providing frontline teams with broader knowledge — alongside their regular huddles, team meetings, coaching, and customer interactions.

The Workforce Engagement Management solution has also helped improve forecasting accuracy. And having the ability to automate scheduling has removed the need for team leaders to use time-consuming and manual Excel spreadsheets. Plus, supervisors can more easily see their team’s performance in one view alongside schedules.

“Through workforce management, we can more effectively schedule and plan our customer needs, especially during peak times, so we can provide that consistent service,” said Wong.

In addition, having greater visibility into analytics data across key customer-focused metrics, such as first-contact resolution and individual customer satisfaction (CSAT) scores, allows P&N Group to determine what areas of employee training it should improve.

Driving better outcomes

The CX transformation at P&N Group has allowed it to deliver on its experience-centric mission while achieving measurable improvements and efficiencies across the business.

“We’ve seen immediate benefit when it comes to our average handling time due to workforce management and analytics. At this stage in our journey, the estimated benefit at the midpoint is around 1,800 hours saved per year,” said Wong.

With Genesys Cloud Predictive Routing, P&N Group has reduced average handling time by 20 seconds. AI-driven automation has improved consistency and quality, which has led to a savings of 15 minutes per agent per day — freeing capacity for higher-value customer interactions. Plus, P&N Group agents are handling more than 22,000 calls per month since implementing CX Cloud.

And automated summaries have further reduced friction.

“Data quality has improved, with 100% of our calls now having standardized summaries, which was impossible to achieve manually,” said Ahmed. Now, agents review the AI-generated notes, make changes as needed and then they’re ready to answer the next customer call.

“This has given our frontline teams breathing room and allows them to end their day knowing they’ve made a difference to our customers’ lives, rather than feeling that they’ve spent a large portion of their day entering data,” added Wong.

These improvements enable P&N Group to scale service delivery, reduce cost to serve, and enhance both customer and employee satisfaction.

Building a foundation for the future with a partnership today

For P&N Group, the journey with Genesys has been more than an implementation project. It’s been a collaboration that turned an ambitious strategic vision into reality.

“What we’re most proud of with our CX Cloud implementation is that we took a roadmap that seemed futuristic and made it into a daily reality,” said Wong.

With CX Cloud and Salesforce, P&N Group has created a foundation for continuous innovation, enabling P&N to scale AI-driven, personalized experiences as customer expectations evolve. But at its core, the transformation is about something deeper: Fulfilling a commitment to improve experiences across the communities it serves. And for P&N Group, that’s what customer experience is all about.

To learn more about the solutions featured in this case study, visit www.genesys.com.