Case Study: OLB achieves faster service and higher NPS with Genesys Cloud

OLB transforms CX with Genesys Cloud, driving faster service and higher NPS

Oldenburgische Landesbank (OLB) needed to make customer support easier to access across channels, improve first-contact resolution, and give employees smarter tools to work more efficiently. Working with Genesys, OLB adopted Genesys Cloud to support voice, digital channels, routing, workforce management, and AI.

Genesys implemented a flexible customer experience platform for OLB that also supported outsourced partners, while adding digital options like WhatsApp, live chat, and a chatbot. As a result, OLB expanded its support reach, improved responsiveness, and increased productivity and engagement, helping customers connect more easily and enabling faster service with a better overall experience.

OLB

Felix Leshoff

Senior Associate, Central and Digital Sales