Case Study: Ferguson unifies customer engagement and scales personalized service with Genesys Cloud

Ferguson unifies 1,200+ locations with Genesys Cloud to strengthen customer relationships

Ferguson, an industrial retailer, faced challenges with disjointed customer engagement systems that created fragmented experiences and incorrect call routing. This hindered their ability to scale while maintaining their signature personalized, relationship-driven service. To address this, they partnered with vendor Genesys to implement the Genesys Cloud CX platform, specifically utilizing its Genesys Cloud Associate capability.

The Genesys solution unified customer engagement across over 1,200 centralized and local branch locations onto a single platform. This consolidation improved answer rates and customer satisfaction scores, increased associate efficiency with mobile capabilities, and provided improved reporting. By implementing Genesys Cloud, Ferguson was able to successfully scale its individualized service model while maintaining the local flexibility that is critical to its business.

Ferguson