Case Study: FirstCare achieves rapid cloud contact centre migration, superior member experience and £305,000 savings with Genesys Cloud CX

Building top-class HR support services

FirstCare, a leading UK provider of workforce well‑being and nurse‑led absence management, needed to redesign its customer experience and move from a rigid on‑premises contact centre to a secure, omnichannel cloud platform. The business required better data access, software integrations and operational efficiency — plus the ability to scale quickly and shift advisors to home working during the COVID‑19 surge without service degradation.

Working with partner Foehn, FirstCare migrated to Genesys Cloud CX, blending inbound/outbound, callbacks, chat and back‑office systems and automating key processes. The move enabled 150 home‑based advisers in 48 hours, cut abandoned calls by ~63%, reduced call handle time by 30 seconds, halved audit time, delivered a fourfold drop in attrition and saved about £305,000 — while improving member experience and accelerating innovation.

Firstcare

Suzanne Marshall

Clinical Governance Officer