Case Study: Field Management Ireland (FMI) achieves 10% higher conversion rates and 90% faster client reporting with Genesys Cloud CX

Matching hot leads with top performers

Field Management Ireland (FMI) is a Dublin‑based business process outsourcer that runs award‑winning retail and digital campaigns with a flexible pool of agents. Facing siloed systems and rising demand for data‑driven, omnichannel lead generation, FMI needed a cloud platform to unify inbound/outbound communications, improve insights and enable remote working with greater agility.

Working with partner Eleven, FMI deployed Genesys Cloud CX and Workforce Engagement Management in just two days, moving all staff to home working while maintaining service levels. The new platform automated reporting, cut client report time by up to 90%, raised conversion rates by 10%, delivered 98.3% customer satisfaction and reduced absenteeism, while enabling better forecasting, multitasking across channels and richer customer insights.

Field Management Ireland (FMI)

Majella Flynn

Operations Manager