Case Study: Conrad Electronic achieves fast, scalable remote customer service with Genesys Cloud

Conrad Electronic moves 99% of headquarters staff remote in 3 days with Genesys

Conrad Electronic, a leading electronics and technology retailer, faced the challenge of maintaining its personalized customer service when the COVID-19 pandemic forced a rapid shift to remote work. Their existing on-premises telephone system was too inflexible to meet user needs in the required short timeframe. To solve this, they turned to the Genesys Cloud platform from vendor Genesys.

The solution was implemented quickly by partner NTT, with a proof of concept operational within days. Genesys Cloud modernized their inbound capabilities, allowing all agents to work remotely and answer calls based on optimized routing rules. As a result, Conrad Electronic successfully moved 99% of its headquarters staff to remote work in just three days, maintaining excellent customer service with a scalable and flexible solution from Genesys.

Conrad Electronic