Case Study: eco24 GmbH achieves scalable, centralized cloud communications and Salesforce integration with Genesys Cloud

German debt consulting company, eco24, overhauls communication solution to meet customer needs

eco24 GmbH is a German debt consulting firm with about 50 agents across Göppingen and Halle that supports clients with complex, time‑sensitive creditor issues. The company’s legacy contact center was outdated, could not integrate with Salesforce, offered poor reporting and limited flexibility, and incurred high telephony costs—limiting scalability and the ability to provide the “no waiting” service clients need.

Working with partner Deliberate, eco24 implemented Genesys Cloud (inbound, IVR, email and integrations) to centralize communications and connect seamlessly to Salesforce. The three‑month rollout delivered automated routing and callbacks, browser‑based remote work for 80% of service staff during COVID, lower telephony costs, consolidated reporting, and improved scalability—supporting about 20,000 calls per month and enabling rapid addition of new channels.

eco24 GmbH

Hans-Jörg Fadda

Managing Director