Case Study: Metergy Solutions achieves 30% productivity increase and near-zero absences with Genesys Cloud CX

Making changes for maximum impact

Metergy Solutions, a North American submetering provider managing over 500,000 meters and two million invoices a year, was held back by manual processes and a complex Avaya on‑premises contact center. The digital-first company needed to empower agents, improve customer experience with omnichannel capabilities, and quickly enable remote work while reducing reliance on costly external support.

Metergy migrated to Genesys Cloud CX in a 10-week full cloud rollout, adopting native omnichannel routing, Workforce Engagement Management and quality tools to give agents unified customer data, coaching insights and self‑service control. The change delivered a 30% productivity increase, near‑zero absences and lates, a 2% CSAT lift, faster service and shorter wait times, and unlocked a digital innovation roadmap including webchat and AI bots.

Metergy Solutions

Maudrie Smith

Director of Customer Care Operations