Case Study: Conrad Electronic achieves rapid cloud rollout and personalized customer service with Genesys Cloud

Fast cloud rollout supports personalized customer service

Conrad Electronic SE is a leading omnichannel electronics and technology retailer serving B2B and B2C customers across 19 German branches and subsidiaries in 16 European countries. To preserve its high level of personalized customer service during the March 2020 COVID‑19 lockdown, the company needed to keep its centralized contact center available from any location and rapidly shift agents to remote work — a challenge its inflexible on‑premises telephone system could not meet.

Working with partner NTT, Conrad implemented Genesys Cloud, running a proof‑of‑concept in days and quickly migrating its entire inbound service. Agents were equipped and trained to work from home, routing rules were replicated in the cloud, and the rollout delivered fast implementation, modernized inbound capabilities, scalability and flexibility — enabling 99% of staff to work remotely within three days.

Conrad Electronic

Günther Oberhofer

Director IT Communication and Networks