Case Study: Farmers Mutual Group achieves $1M TCO savings, higher call answer rates and remote‑work agility with Genesys Cloud CX (Genesys)

Delivering exceptional experiences from the comfort of home

Farmers Mutual Group (FMG), New Zealand’s leading rural insurer, needed to modernize its contact centre to support remote working, eliminate downtime, and create a single source of customer and agent data while improving inconsistent customer experiences. The business faced limited visibility into interactions and agent performance and wanted a more resilient, cloud‑first platform to maintain service during disruptions like COVID‑19 lockdowns.

FMG migrated from Genesys PureConnect on‑premises to Genesys Cloud CX with Microsoft 365 and Avtex integrations, adding omnichannel routing, callbacks and automated quality assurance. The solution enabled work‑from‑anywhere flexibility, faster verification and coaching, and lower infrastructure costs — driving a 5% increase in answer rate to 96%, a 5% reduction in average call length, ~ $1M in five‑year TCO savings, 30 hours saved per month on QA, maintained NPS in the high 50s, and strong employee approval.

Farmers Mutual Group

Matt Harvey

Head of National Advice and Service Center