Leroy Merlin

Full control, flexibility and scalability in the cloud

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 point between them and the competition — 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 CXTM solution best fit its need. Leroy Merlin quickly implemented the Genesys Cloud CX solution, with the help of partner Bizmatica, who specialises in supporting companies through a digital transformation.

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


  • Seamless omnichannel experience for customers
  • Visibility into real-time performance metrics
  • Increased control, flexibility and scalability

We assessed various cloud and on-premises CTI vendors and Genesys came up as a clear industry leader, as also confirmed by Gartner’s 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


  • Flexibility to deliver platform changes that align with business demands
  • Improve customer experience by offering a variety of channels



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