Case Study: L'olivier – assurance auto achieves 90% customer satisfaction and slashes abandon rates with Genesys PureCloud

L'olivier – assurance auto Boosts Agent Performance And Customer Experience While Moving Toward Contact Center Unification

L’olivier – assurance auto, a France-based direct vehicle insurer and Admiral Group subsidiary, relied on its Lille contact center for sales, claims and specialist coverage but struggled with a hard-to-scale IT infrastructure. Frequent system crashes, limited reporting and an inability to prioritize or route calls reduced agent performance and harmed the customer experience.

The company migrated to the Genesys PureCloud platform (built on AWS), integrating it with Guidewire CRM and eMite for quick, painless deployment. The cloud solution delivered advanced routing, real‑time reporting, callbacks and automation, empowering agents and supervisors; abandon rates fell from 18% to 3%, customer satisfaction stays around 90%, and first-contact resolution and operational efficiency significantly improved.

L'olivier – assurance auto

Mariama Guiro

Head of Project Customer Service