Case Study: DKV Euro Service achieves omnichannel, scalable European customer service with Genesys Cloud CX

Omnichannel customer service at its best

DKV Euro Service GmbH & Co. KG, part of the DKV Mobility Group and a European leader in fuel-card and mobility services, needed to modernize a legacy communications infrastructure that could no longer support its move to omnichannel customer service. The company required seamless integration with Microsoft Dynamics CRM and Power BI, reliable inbound and outbound telephony across Europe, and a solution flexible enough to support telemarketing, sales and diverse agent requirements.

Working with partner VR Voice, DKV implemented Genesys Cloud CX, starting with 30 agents and scaling to over 500 across 15 countries. The cloud platform delivered seamless Microsoft integration, skill-based “virtual group” routing, and Power BI reporting, enabling automated routing, better workforce planning and consistent handling of customer contacts; the result is a secure, scalable omnichannel foundation that improved agent empowerment, customer identification and service efficiency while paving the way for email, messaging and chat channels.

DKV Euro Service

Robert Trojan

Team Manager Workplace and Network Services