Case Study: Stericycle achieves faster problem resolution and improved customer loyalty with Genesys

Using Workload Management to Win Customer Loyalty at Stericycle

Stericycle, a global leader in medical waste management serving more than half a million customers, faced a customer-experience crisis: loyalty dropped sharply when problems weren’t resolved quickly. Calls were fragmented across ten regional centers with 60% of incoming calls requiring transfers, 240 possible routing paths for common inquiries, and virtually no visibility into back‑office case work—while customers increasingly expected self‑service options.

Stericycle partnered with Genesys and Aria Solutions to deploy Genesys Contact Center, Enterprise Workload Management and Aria CIMplicity integrated with Salesforce, enabling advanced interaction routing, automated workload distribution and end‑to‑end visibility across contact centers and fulfillment processes. The centralized system reduced handoffs, automated escalations, and supported self‑service channels, driving measurable improvements: overall customer service and speed of resolution each rose 4.5%, customer loyalty improved 2%, and the company achieved greater efficiency and reduced costs.

Stericycle

Dale Parchois

VP, Customer Experience