Case Study: Esri achieves seamless omnichannel customer conversations and higher satisfaction with Genesys

ESRI Ensures a Single, Seamless Conversation with Customers Across All Channels

Esri, the world’s leading provider of GIS mapping software, faced a scaling challenge as its customer base and the complexity of support cases grew. Legacy/manual routing, poor visibility into service levels, difficulty handling large geospatial files, and long resolution times led to falling customer satisfaction and inefficient agent workflows.

Working with Contact Center Services, Esri implemented Genesys’ Digital Customer Service to unify voice, email and web chat on a single agent desktop, add integrated file transfer (up to 1 GB) and remote desktop support, and automate routing with business rules and real‑time reporting. The results: first‑contact resolution rose to about 70%, customer satisfaction increased from 82% to 93%, NPS jumped 25 points, and mean time to resolution dropped by roughly 70% (longest incidents now ~4 days).

Esri

Michael Kim

Director of Support Services