Case Study: Harbor Freight Tools achieves a 50% reduction in agent-handled calls and over $3M savings with Genesys Self-Service solutions

Overhauling Customer Service Through Genesys Self-Service Solutions

Harbor Freight Tools, a leading discount tool retailer with hundreds of U.S. stores, needed to overhaul its customer experience and gain insight into why customers were calling. Its agent-handled support averaged about $2.35 per call, and leadership pushed for a fast solution rollout to reduce cost and improve routing and self-service options.

Genesys delivered a cloud-based inbound IVR self-service solution with menus, intelligent routing and automated self-service features—implemented within three days of contract signing to meet the aggressive timeline. The new system cut agent-handled calls by 50%, translating to more than $3 million in savings while improving call routing and customer support efficiency.

Harbor Freight Tools