Case Study: Localsearch achieves seamless business continuity and rapid remote scaling with Genesys Cloud CX

Empowering business continuity in a crisis

Localsearch, an Australian digital marketing firm serving 28,000 small-business customers across 38 markets, faced a legacy contact-centre system that caused dropped calls, poor reporting, no remote-working capability, limited integrations and weak business continuity — risks that became urgent as COVID-19 forced operations to move out of the office. With an 80-seat contact centre reliant on inbound calls, the company needed a fast, reliable solution to keep customer service running during lockdowns.

Localsearch implemented Genesys Cloud CX for inbound/outbound, routing, reporting and integrations (including Salesforce), rolling out the platform just before state lockdowns and adding 60 sales consultants overnight. The cloud deployment required no on-site hardware, supported seamless remote working, delivered near real-time reporting and call recording, reduced call dropouts with warm routing, and allowed the company to maintain operations and scale through a surge in call volumes during the pandemic.

Localsearch

Gary Mandelkow

Chief Technology Officer