Case Study: Carglass Netherlands achieves 75% digital customer journeys with Genesys Cloud CX

Carglass Netherlands recalibrates its experiences as 75% of customers select digital journeys

Carglass Netherlands, part of the Carglass network, needed to move beyond manual, call-heavy service processes and limited remote-working options while still delivering fast bookings, clear insurer communication, and a better customer experience. The company chose Genesys Cloud CX® to modernize its contact center and support a broader digital journey strategy.

With Genesys, Carglass Netherlands unified data, channels, and workflows across voice, email, SMS, web messaging, WhatsApp, and automation tools like voicebots and chatbots. The results include 75% of customers choosing digital journeys, customer and employee satisfaction ratings of 4.5/5, a 2x increase in vehicle recovery outbound calls without adding headcount, and faster reporting that saves about two hours per run.

Carglass

Bjorn Smulders

Manager