Increasing efficiency in customer service with Genesys Cloud

Nestlé decided to migrate to the cloud in order to improve scalability and be able to react more quickly to innovations. The migration took place within a year, which is very fast compared to on-premise projects.

Challenge

• Improve system stability and reliability: Before moving to the cloud, Nestlé faced an average of 100 tickets per month, which impacted efficiency.
• Increase agility and innovation: Nestlé needed a solution that would enable faster innovation and increased productivity.

Benefit

• Reduction of support tickets: from an average of 100 to 1 per month.
• 20% improvement in NPS and reduction in AHT: Improved customer satisfaction and more efficient processing of customer enquiries.
• Increased agility and ability to innovate
• Increased productivity and efficiency

Solution

Migrating to Genesys Cloud allowed Nestlé to shift from high-maintenance IT conversations to innovative topics such as AI and new functionalities. The platform not only improved internal IT communication, but also made it possible to deepen customer understanding and strengthen customer engagement. In addition, the introduction of the Genesys Cloud led to more effective agent training and coaching, which in turn had a positive impact on employee experience and customer satisfaction.