Case Study: Legrand achieves a seamless remote‑working transition and improved customer experience with Genesys Cloud CX

Adapting service for all buying journeys

Legrand is a global manufacturer of electrical and digital building solutions operating in 90 countries with 38,000 employees and a 300,000‑item catalogue. Its contact centers support both B2B and B2C buying journeys, but legacy on‑premises systems made changes costly, limited visibility and reporting, increased IT maintenance burdens, and constrained multichannel and remote working capabilities.

Migrating to Genesys Cloud CX allowed Legrand to deploy teleworking in days, consolidate call visibility with Salesforce integration, and configure skills‑based routing and multichannel handling. The platform now supports ~450,000 annual contacts, stabilized average handle time at ~5.5 minutes, shifted contact mix toward more email, improved reporting and satisfaction tracking, reduced IT maintenance costs, and delivers the flexibility to scale for peaks and add channels like chat, social, SMS and bots.

Legrand

David Gonzalez

Customer Relations Center Manager