Case Study: Paul Hartmann AG achieves centralized, secure cross-border contact center communication with Genesys Cloud (Genesys)

Cloud enables cross-border contact center communication

Paul Hartmann AG, a 200-year-old German manufacturer of medical and hygiene products (Kneipp), needed a modern, centrally managed contact center that still allowed country branches operational flexibility. Key requirements included a multiclient, cloud-based solution with German data residency, easy rollout and administration, an intuitive agent experience, meaningful reporting, and seamless integrations.

Working with Deliberate, Paul Hartmann deployed Genesys Cloud to handle inbound, outbound, chat and email across locations. The platform delivered browser-based administration and granular reporting, fast home‑working provisioning (45 agents online in two weeks), Salesforce integration and a global rollout managed by the German service desk; today 90 users rely on the system, administrators self-manage changes, external assistance is minimal, and the solution meets the company’s requirements.

Paul Hartmann AG