Case Study: Vaillant achieves faster service and higher customer satisfaction with Genesys Cloud CX

Accelerating integration. Enhancing satisfaction

Vaillant Group Austria, a heating technology leader, needed to replace a rigid, outdated contact center that couldn’t deliver the Salesforce integration, customization, or reporting it required. Vaillant turned to Genesys and the Genesys Cloud CX platform to modernize customer service and better support its roughly 130 agents and service partners.

Genesys implemented the solution in just two weeks, adding callback, call recording, voicebots, detailed reporting, and seamless Salesforce integration for classification and routing. The results were strong: maximum waiting time dropped 53.1%, average waiting time fell 50%, customer satisfaction increased, and average handle time was significantly reduced, while Vaillant also gained greater in-house control over configuration and operations.

Vaillant

Michael Graffe

Head of IT