Case Study: Naturgy triples its Net Promoter Score with Genesys Cloud CX

Naturgy optimizes its customer experience, tripling its Net Promoter Score

Naturgy, the Mexican utilities provider serving more than 1.6 million customers, needed to improve customer service amid challenges with disconnected systems, limited real-time reporting, poor call quality management, and transparency issues with BPOs. The company turned to Genesys Cloud CX to create a more unified and efficient customer experience across its call center and digital channels.

Genesys implemented a solution that integrated Salesforce and consolidated voice, email, and web messaging, giving Naturgy real-time visibility into interactions and better control over service operations. With support from Crossnet, the migration from Avaya was completed in six weeks, helping Naturgy triple its NPS from 21% to 60%, cut call abandonment from nearly 25% to 5%, and answer 80% of inquiries within optimal response times.

Naturgy

Diana Garcia

Director of Commercial Strategy and Transformation