Case Study: Groupama (insurer) achieves 20% improved call response and seamless omnichannel service with Genesys

Groupama sets up omnichannel service

Groupama, a French mutual insurance group with 2,000 agencies and 6,000 contact‑center agents, sought to improve customer experience by unifying omnichannel contact points and achieving end‑to‑end visibility across agencies, call centers and back‑office teams. The challenge was to keep telephony—which remains customers’ preferred channel—personalized and efficient while preventing fragmented contact points from hindering service.

Groupama extended its Genesys‑based platform with Smart Link and integrated routing, self‑service automation, workforce optimization and analytics to match callers with the best available advisor and automate repetitive tasks; web quotes now generate callbacks within 15 minutes. As a result, customers are routed to the right expert consistently, call response rates are projected to improve by 20%, advisors can focus on higher‑value interactions, and management gains better operational visibility.

Groupama

Thierry Lardin

Marketing and Customer Distribution Director