Case Study: Schneider Electric achieves improved customer experience and operational efficiency with Genesys Cloud by Genesys

Schneider Electric - Customer Case Study

Schneider Electric wanted to transform customer service worldwide by handling real-time interactions more efficiently across many channels, while keeping experiences consistent for customers and agents. Using Genesys Cloud, Schneider Electric aimed to simplify support across its 62 global contact centers, websites, mobile apps, and multiple service categories, while reducing wait times and improving operational efficiency.

Genesys implemented a cloud-based customer experience platform with redesigned IVR keyword routing, callbacks, self-service channels, virtual agents, and AI-assisted bots, all integrated with Salesforce and other systems. The results included 86% of inbound calls resolved on first contact, 90% handled in under 90 seconds, 90% agent satisfaction with Genesys solutions, and a 6% increase in chat conversations, alongside improved customer satisfaction and agent efficiency.

Schneider Electric

Irina Zubova

Vice President, Digital Sales and Customer Support Enablement