Case Study: CarTrawler achieves rapid 4-week cloud migration and improved service levels with Genesys Cloud CX

Fueling the world’s leading B2B ground travel platform

CarTrawler, the world’s leading B2B travel technology platform, provides car rental and mobility solutions to airlines and travel partners via a 200‑agent, follow‑the‑sun contact model in Dublin and Cairo. Faced with a need to simplify its IT stack, become more self‑sufficient, accelerate app development and speed service enhancements—while shifting to 100% remote work during the pandemic—CarTrawler sought a more agile contact center platform.

They migrated to Genesys Cloud CX in four weeks and integrated EdgeTier AI, Salesforce CRM and PCI Pal payments to deliver multilingual 24/7 white‑label support, queue busters and back‑office integrations. The unified solution boosted service levels by 12%, cut average handle time by 10% and reduced abandoned calls by 8%, while streamlining payments and enabling future language‑based agent routing.

CarTrawler

James Waghorn

Director, Customer Contact