Schneider Electric

Consolidation program powers industry leader’s service improvement

Historically Schneider Electric, a global leader in energy efficiency, had hundreds of small call centres worldwide. That led to suboptimal use of agent resources and varying customer service levels.

The company decided to consolidate the estate into fewer high-level contact centres and chose the Genesys Customer Experience Platform. In total, 40 contact centres were integrated to meet more than 100 countries’ needs.

All calls are handled by human agents. In fact, for efficiency and best customer service, the Genesys system insures that the last agent to speak to the customer handles the call. Integration between Genesys and a Salesforce cloud-based CRM system insures agents have the full contact history in front of them.

Benefits

  • 88% first call resolution
  • 90% of calls answered in 20 seconds
  • 90% of agents satisfied with the Genesys solution
  • Significant rise in customer satisfaction and agent efficiency
  • Consistent and unified reporting solution

Challenges

  • Consolidate and harmonise multiple customer service centres worldwide
  • Increase customer and agent satisfaction while improving resource utilisation

The Genesys Customer Experience Platform has greatly improved customer service efficiency and our ability to handle more calls.

Jean-Pierre Nicolas, Customer Care Excellence Program Manager, Schneider Electric

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