Case Study: Dolfi1920 achieves 12% higher CSAT and a 21% boost in FCR with Genesys Cloud CX

Pushing passenger experiences to new heights

Dolfi1920 is a Warsaw‑based baggage services specialist handling about 15,000 monthly interactions in 12 languages for more than 100 airlines. Facing rising expectations from digital‑first travelers, limited digital capabilities and a need for a robust remote‑working model, the company needed faster, more scalable omnichannel CX to improve first‑contact resolution and customer satisfaction.

Dolfi1920 migrated from Genesys PureConnect to Genesys Cloud CX in two weeks, enabling full remote working, faster integrations and advanced routing while removing IT overhead. The move delivered a 21% increase in FCR, a 12% uplift in CSAT, a 9% productivity gain and a 49% ROI, plus reduced costs, improved disaster recovery and plans to add chatbot self‑service and Salesforce integration.

Dolfi1920

Tal Fridman

Operations and Business Development Director