Aiming for consistent empathy and care
Founded in the UK, Sage now serves customers in 23 countries with solutions for managing accounting, HR, payroll, payments, construction, assets, real estate and enterprise systems. In France, the company’s third largest market by revenue, 600 agents across seven sites handle over 640,000 voice, chat and email conversations. Critical for enabling efficiency and resilience in millions of small and mid-sized businesses, as well as professional accountants, these interactions include frequent sales and support requests.
But monitoring whether customers were being consistently handled with empathy and care was tough. Each channel used a different software platform, including a legacy on-premises system. They were hard to maintain, not scalable and incompatible with a cloud-based SaaS business model. Options for data and systems integration were also limited, making it impossible to get a 360-degree view of the customer journey. Other issues included inability to track KPIs and predict demand, and a lack of call and chat recording tools.
“We could only listen in to live calls, which was time-consuming and delivered unreliable results,” said Fabien Borras, Director Customer Operations, Tools, Data and Service at Sage France. “So, we aimed for a bold digital-first model to create an empowered workforce and frictionless customer journeys. That meant moving teams, tools and technology into a single global cloud contact center.”
Transformational possibilities emerge
To drive its desired contact center transformation, Sage France chose the Genesys Cloud platform.