Case Study: Fonterra boosts agility and cuts inbound calls with Genesys Cloud

Fonterra cuts inbound calls by 29% with Genesys

Fonterra, a New Zealand-based global dairy processor, faced challenges with its outdated, non-integrated on-premises contact center solutions. The company needed a scalable platform to improve customer experience and operational efficiency, including integration with Salesforce. To address this, Fonterra selected the Genesys Cloud platform from vendor Genesys, implemented with partner Pyrios.

The Genesys Cloud solution provided Fonterra with an omnichannel experience, including chat, co-browsing, and workforce management tools. This resulted in a 29% decrease in inbound calls, a 21.8% reduction in overflow calls to a third-party provider, and a 10% improvement in agent adherence. The implementation also allowed Fonterra to move six employees to higher-value roles and provided the agility to enable remote work for business continuity.

Fonterra