Case Study: Palmia achieves improved citizen experience and contact center performance with Genesys

Palmia improves contact center performance and agent satisfaction with Genesys technology

Palmia is a Helsinki government agency with about 3,000 staff (including 400 contact center agents) that provides catering, property maintenance, cleaning, security and wellness services. Facing growth and a changing customer base—many elderly or disabled citizens who rely on phone contact—Palmia needed to realign its contact center to improve citizen experience, reduce wait times and free phone lines for urgent calls.

By deploying the Genesys Customer Experience Platform (multi-channel, contact center modernization, workforce optimization, outbound and workspace), Palmia shifted routine tasks to email and text, added callbacks and interaction recording, and improved staffing/planning. The outcome: more citizen choice, sharper reporting and compliance, average handling times down from ~20 minutes to under four, faster answer times (one client now sees 95% of calls answered within 30 seconds), ~200,000 monthly contacts handled more efficiently, and higher agent satisfaction.

Palmia

Riitta Karvinen

Director