Case Study: Lemon Business Solutions transforms remote service delivery with Kerv Experience and Genesys Cloud

Lemon Business Solutions transforms remote service delivery and agility

Lemon Business Solutions is an outsourcing company providing 24/7 omnichannel customer service for large engineering, telecoms, IT and facilities management clients. When siloed on-premises voice, email and SMS systems made scaling, reporting and business continuity difficult, the company needed a faster way to move its contact centre to the cloud. Kerv supported the move with Genesys Cloud, through its Kerv Experience service.

Kerv implemented Genesys Cloud as a CCaaS platform, giving Lemon a single omnichannel system with reporting, analytics, workforce management, bullseye routing and automated email filtering. The results included an 80% reduction in email traffic, faster onboarding, improved productivity, better service levels and the flexibility to run fully office-based, fully home-based or hybrid operations. Kerv also helped Lemon monitor performance with Grafana dashboards, improving visibility across remote teams and enabling quicker response to service issues.

Lemon Business Solutions

Martin Anderson

Managing Director