Case Study: SPB achieves 20%+ productivity gains and centralized multi-channel contact management with Genesys

Three Words On Genesys Enterprise Workload Management from French Insurer SPB

SPB is a European leader in white‑label affinity insurance and services, serving more than 100 major brands with 1,400 employees across multiple countries and generating over €230M in revenue. Its Le Havre contact center struggled under an overly complex design—1,000 skill sets for ~350 agents—causing long wait and hold times, widespread agent cherry‑picking, and slow manual handling of 5,000–10,000 paper items per day; managers lacked real‑time oversight and customers demanded new channels like email.

Genesys audited and reengineered SPB’s processes, cutting skill sets to 50, redesigning the IVR, and deploying Enterprise Workload Management, multichannel email, document scanning and real‑time reporting, plus remote centers. The result was a single, monitored platform that eliminated cherry‑picking, equalized workloads, enabled per‑product cost tracking and improved performance—over 20% productivity gain, 450,000 emails handled in 2013, 500 voice‑skilled agents (210 blended), and more than 80% of non‑voice contacts resolved within 48 hours.

SPB

François de Medeiros

Production Manager, SPB