Case Study: Tuhu boosts customer and employee satisfaction with Genesys Engage

Revving up a great customer and employee experience

Tuhu (tuhu.cn) is a leading Chinese automotive service platform serving over 66 million customers with online and offline channels including a website, mobile app, call center and third‑party eCommerce partners. Facing blurred boundaries between sales, marketing and service, Tuhu needed to remove friction across the customer journey, ensure consistent omnichannel experiences, improve employee experience, and centralize customer interaction data for better visibility.

Tuhu deployed Genesys Engage on‑premises—integrating voice, IVR, inbound care, analytics and quality assurance—to blend self‑service and agent‑assisted interactions and enable personalization at scale. The solution improved employee efficiency and satisfaction, boosted customer satisfaction and NPS, increased visibility into interactions, and provided the flexibility to continue optimizing processes and workforce scheduling.

Tuhu

Cui Xu

Technical Production Manager