Case Study: Sodexo achieves more personalized customer care with Genesys Cloud

Sodexo - Customer Case Study

Sodexo, operating globally with around 1,500 agents across 30+ contact centers, needed to standardize customer care while adapting to rapidly changing digital buying habits and remote work. The company faced inconsistent practices, multiple systems, and rising expectations for a more personalized experience, and turned to Genesys Cloud integrated with Salesforce to support its transformation.

Genesys implemented a phased global rollout of Genesys Cloud, adding omnichannel support, workforce engagement management, self-service, and AI-enabled automation tailored to local markets. The result was a 10% gain in agent productivity, higher agent satisfaction, and more than a 35% increase in CSAT, rising from 3.1 to 4.2 out of 5.0, while also enabling faster country migrations in as little as six to 12 weeks.

Sodexo

Thibault Guerard

VP of Customer Experience and Care