Case Study: CarGarantie achieves minutes‑level customer‑request resolution and scalable omnichannel service with Genesys Cloud CX

CarGarantie - Customer Case Study

CarGarantie Courtage SARL, part of CarGarantie and a leading B2B insurer operating across Europe, needed a world‑class contact center to deliver immediate support to car dealers. With eight markets supported by a small, multilingual remote team and roughly 80% of contacts arriving by email, the company faced strict service‑time targets, complex group‑email routing (not just skills‑based), and the need for fast, transparent scalability while staying on schedule and on budget.

Working with partner Deliberate, CarGarantie Courtage deployed Genesys Cloud CX in six weeks. The solution routes emails to group accounts like calls, supports multiple countries, languages and remote agents, and delivers detailed email reporting and analytics. As a result most requests are now resolved in minutes, email organization and reporting have greatly improved, implementation met time and budget expectations, and the platform provides a clear, scalable path for growth.

CarGarantie

Christoph Schuler

Head of Operations