Case Study: bpha achieves better customer and employee experiences with Genesys

bpha - Customer Case Study

bpha, a housing provider, was hampered by legacy technology that limited customer choice, slowed service, and made it harder for staff to manage interactions across channels. The organization wanted a more flexible, cloud-based contact center solution, and chose Genesys to support both customer service and internal teams.

Genesys implemented a digital customer engagement platform for bpha, enabling around 70 users to handle phone, email, web messaging, WhatsApp, Twitter, and Facebook from a single desktop. The new setup delivered 3x more channels for customers, 24/7 chatbot-assisted self-service, reduced waiting times, improved advisor experience, and better workforce management, while supporting roughly 10,500 monthly interactions and providing real-time analytics for fresher insights.

bpha

Lianne Martindale

Communications Center Manager