Case Study: Fonterra achieves cloud contact center transformation and 29% fewer inbound calls with Genesys Cloud

Fonterra Co-operative Group modernizes its global contact center with the Genesys Cloud platform

Fonterra Co‑operative Group, a global dairy processor with over 24,000 employees and about 10,000 farms, faced fragmented, on‑premises contact centers that hindered a single view of the customer and limited managers’ ability to staff and support agents. The cooperative needed a scalable, integrated platform (including Salesforce integration), better workforce tools, and modern digital channels to improve farmer and customer experience.

Fonterra implemented Genesys Cloud with partner Pyrios—adding inbound, chat, screen share, co‑browse, integrations and workforce management—streamlining operations and enabling Salesforce CTI. Results included a 29% drop in inbound calls, six FTEs redeployed to higher‑value work, 10% improvement in schedule adherence, a 21.8% reduction in third‑party call overflow, dramatically faster rostering, and rapid shift to work‑from‑home for business continuity.

Fonterra

Mel Tuck

Farm Source Service Center, Manager