Case Study: Utility Warehouse achieves 60% time savings and 90% faster campaign completion with Genesys Cloud CX

Delivering on the promise of personalization

Utility Warehouse, the UK’s only genuine multi‑service provider bundling energy, broadband, mobile and insurance, relied on 1,000 agents to deliver personalized customer experiences but was held back by aging Avaya on‑prem systems, frequent outages, disconnected channels, poor reporting and limited ability to support remote working. These legacy issues increased customer and employee effort and slowed innovation, prompting a full contact‑centre transformation.

By migrating to Genesys Cloud CX (implemented by UW’s own team in about eight weeks) the company unified channels, integrated the platform with its CRM, deployed six dynamic IVRs and introduced intent‑based routing, intelligent self‑service and workforce management. The result: agents spend 60% less time on calls, campaigns complete 90% faster, queues fell ~90% (105 to 10), external phone numbers were cut by 96%, 800 staff moved to remote work, email SLAs improved and NPS sits well above industry averages.

Utility Warehouse

Samit Patel

Head of Portfolio