Case Study: Leroy Merlin achieves seamless omnichannel customer experience with Genesys Cloud

Leroy Merlin scales omnichannel CX across nearly 50 stores with Genesys

Leroy Merlin, a major European home improvement and gardening retailer, faced challenges with its inflexible legacy on-premises customer care platform. It needed a more agile solution to improve customer experience by offering a variety of channels and to better meet business demands. The company chose to implement the Genesys Cloud solution from vendor Genesys.

With the Genesys Cloud platform implemented with partner Bizmatica, Leroy Merlin gained full control, flexibility and scalability. The solution enabled them to offer a seamless omnichannel experience through live chat, chatbots, dynamic FAQs, and an IVR. Genesys provided crucial visibility into real-time performance metrics, which led to more streamlined decision-making and increased business agility.

Leroy Merlin