Case Study: Blibli achieves greater efficiency and customer engagement with Genesys Cloud

Orchestrating a high-tech, high-touch online shopping experience

Blibli, Indonesia’s omnichannel commerce and lifestyle platform, wanted to improve customer satisfaction and support business continuity, but its legacy on-premises contact center lacked flexibility, reliability, and scalability. The company also struggled to enable remote work and monitor agent performance effectively. Blibli chose Genesys Cloud from Genesys to modernize its customer care operations.

Genesys implemented a cloud-based platform that gave Blibli greater uptime, remote-working capabilities, easier call recording access, and real-time visibility into agent activity, while integrating smoothly with Salesforce. As a result, Blibli improved service levels by 3.8% and CSAT by 3%, delivered 2.5 times more “AHA!” moment gifts, and gained an easier-to-manage system with minimal IT resources.

Blibli

Shanty Cantya

Vice President of Customer Management