Case Study: Groupama achieves improved customer experience, 20% higher agent productivity and 30% sales growth with Genesys

Groupama Optimizes Customer Experience with Genesys

Groupama Rhône Alpes Auvergne (GRAA), a major subsidiary of French insurer Groupama serving ~550,000 customers, faced the challenge of delivering real customer satisfaction—not just faster answer times—across 1.7 million inbound calls a year. Determined to avoid offshoring and improve the end-to-end experience, GRAA needed new channels and better workforce management to reduce abandoned calls, speed resolution, and increase sales while controlling costs.

GRAA implemented a Genesys virtual contact center with Workforce Management, a guaranteed callback service (“Rappel Différé”), and a visual iPhone app that integrates with CRM and VoIP systems. The program boosted agent productivity by 20% (about €3M saved annually), increased sales roughly 30%, cut abandoned calls, and achieved average callbacks in seven minutes—delivering higher customer and agent satisfaction.

Groupama

Philippe Vayssac

Customer Manager Project Owner