Case Study: Carglass boosts customer experience and revenue with Genesys Cloud CX (Genesys)

Improving the customer experience and boosting profits

Carglass®, a Germany‑based vehicle glass repair and replacement company with about 160 agents supporting 345+ sites and 1.2 million annual calls, needed to move away from a patchwork of legacy, on‑premises systems. The business wanted to transform its central contact center from a cost center into an experience center, reduce agent screen‑jumping and repetition, and gain clearer reporting and customer‑journey visibility to improve service and enable innovation.

By migrating to Genesys Cloud CX™, Carglass introduced smarter IVR, routing and skills‑matching, boosting agent efficiency and reducing repeat “red calls.” The change delivered 3.6% fewer abandoned calls, an 8.5‑second reduction in average handle time, a 1.5% improvement in conversion/time‑to‑revenue, and the ability to create new call queues in hours instead of weeks—while maintaining strong NPS and supporting frontline flexibility during the pandemic.

Carglass

Brice-Willys Tebiro

Innovation and Improvement Manager