Case Study: Countdown increases contact-center capacity 60% and improves customer and employee experience with Genesys Cloud CX

Retail giant unlocks growth with cloud

Countdown New Zealand, the nation’s leading supermarket chain and part of the Woolworths Group, faced a critical contact‑center challenge during the COVID‑19 pandemic: an aging, end‑of‑life platform that frequently failed, couldn’t cope with surging call volumes or support remote work, and threatened service continuity at a time of rapidly increasing online orders and over 24,000 weekly interactions.

Countdown migrated to Genesys Cloud CX, standing up a priority‑assist center in three days, integrating the Olive chatbot via open APIs, and enabling a fully remote workforce. The move boosted contact‑center capacity by 60%, delivered 87% of emails within 24 hours, improved overall service levels, increased team engagement (90%) and reduced turnover, while enabling faster responses and more efficient agent coaching and workforce management.

Countdown

Steve James

Head of Technology