Case Study: Woolworths Finance Shared Services achieves 99% quicker invoice resolution, 91% faster call response and AUD $35M cash-flow boost with Genesys Cloud CX

Woolworths FSS reduces cost of doing business while delighting stakeholders

Woolworths Finance Shared Services (FSS), with teams in Hobart, Adelaide and Sydney, supports Woolworths across Australia, New Zealand and Hong Kong—handling over 12 million invoice payments, 620,000 supplier queries and AUD $480M in annual sales. Before its cloud program the 150‑person FSS contact center (30 agents) relied on inefficient manual processes that slowed call response and dispute resolution, limited innovation and hindered staff development.

FSS adopted Genesys Cloud CX and developed in‑house RPA (UiPath) integrated with SAP to automate repetitive tasks and streamline workflows. The result: 80% of calls answered within 20 seconds (a 91% improvement), invoice query resolution cut from seven days to 30 minutes (99% faster), document lead times down 75%, revenue debt reduced 88% (≈AUD $35M cash‑flow benefit), and employee engagement and business partner ratings both rising to 90%.

Woolworths Finance Shared Services

Robert Fellowes

Customer Focused Transactions Services Lead