Case Study: Co-op Group maintains service continuity and rapidly scales support during COVID with Genesys Cloud CX

Co-op - Customer Case Study

The Co-op Group, the UK’s largest consumer co‑operative with 4.6 million members and 63,000 employees, faced a critical challenge when COVID‑19 struck: keep stores open and support vulnerable communities while its on‑premises contact centre model prevented remote working. With surging demand, rapid process changes and a need to launch new services, the organisation had to accelerate its contact‑centre transformation and enable home working almost immediately.

Working with partner IPI, Co‑op replatformed to Genesys Cloud CX, moving teams to remote working in weeks and onboarding hundreds of new hires quickly. The cloud solution helped absorb a 25% increase in calls (including 15,000 extra complaints), handle a 700% rise in social media activity, maintain a 93% answer rate, and deliver a 9‑point rise in colleague engagement — while eliminating legacy single points of failure and future‑proofing operations.

Co-op

Claire Carroll

Head of Sales and Service