Case Study: Youse achieves 91% fewer ombudsman calls with Genesys Cloud CX

Digital insurance brings democratization of protection to the Brazilian market

Youse, a Brazilian digital insurance platform, wanted to improve customer experience while reducing operational complexity. Its CX operations were originally spread across 22 vendors, with limited metrics, weak personalization, and low visibility. To streamline its contact center, Youse chose Genesys and the Genesys Cloud CX® platform, with implementation led by KTech.

Genesys helped Youse centralize its operations and integrate with its CRM, bringing greater control, automation, and a consistent customer history. The result was a 91% reduction in calls to the ombudsman, along with improved service levels, higher productivity, faster response times, and a more personalized customer experience.

youse

Taiolor Morais

Director of Technology and Operations