Case Study: Matmut achieves 15% improvement in call efficiency and faster customer processing with Genesys Multicloud CX

Building loyalty among policyholders

Matmut is a leading French insurer with 4 million customers and 6,400 employees that launched the SMART program to transform customer journeys and deliver a more personalized, omnichannel experience. Facing fragmented contact platforms, limited visibility into customer interactions and heavy volumes across voice, web and email, Matmut needed a single contact‑center solution to pool skills, provide a 360° customer view and optimize flow distribution.

Matmut implemented Genesys Multicloud CX integrated with Salesforce, using centralized orchestration, intelligent workload distribution, skills‑based routing and workforce engagement management. After a phased pilot and rollout across branches and contact‑center teams, Matmut improved phone efficiency by 15%, significantly reduced mail and online processing times and expanded omnichannel capabilities to thousands of users, boosting service quality and operational agility.

Matmut

Fabrice André

Program Director, Transformation of the CRM Group