A contact centre that follows the sun
A manufacturer operating on six continents moved its support teams onto a new AWS and Salesforce platform.
- Client
- Genie
- Sector
- Equipment manufacturing
- Delivered with
- Slalom
- My role
- Customer experience and generative AI positioning
- 180 agents and supervisors moved to the new platform in 4.5 months
- Average call wait times cut by 50%
- Extended to a global, 24-hour support model
Genie supports customers across the UK, Ireland and the US, and its contact centre technology was holding its agents back.
I contributed the customer experience and generative AI positioning that helped win the work. The programme then moved 180 agents and supervisors onto a new AWS and Salesforce platform in four and a half months, and average call wait times fell by half.
It has since expanded into a global rollout of the company’s 24-hour support model.
This work was delivered with Slalom.