Transforming Customer Service Excellence with Genesys Cloud CX and Salesforce Integration

Genesys Cloud CX

Transforming Customer Service Excellence with Genesys Cloud CX and Salesforce Integration

Securing clients' talent pools

Founded in 2004, Benify has grown to become a global tech company offering an employee engagement platform that supports over three million users worldwide. With a focus on tailoring benefits and rewards experiences for companies while reducing administrative time and costs, Benify recognized the need to enhance its customer service model. By implementing Genesys Cloud CX and Salesforce integration, Benify was able to streamline communication, data management, and customer engagement across its dispersed team of 20 employees located in five European countries.

Unified contact center and CRM

Genesys Cloud CX and Salesforce's CX Cloud provided Benify with a unified workspace that combined data and trusted AI to enhance customer service operations. The integration seamlessly integrated Salesforce Service Cloud with Genesys Cloud platform's contact center and workforce engagement management capabilities. This integration enabled Benify to eliminate operational blind spots, enhance AI tools, and streamline customer interactions, leading to improved efficiency and agent productivity.

Working as a cohesive unit

With the implementation of Genesys Cloud CX and Salesforce integration, Benify's agents no longer had to switch between multiple systems to manage customer interactions across different channels. The centralized platform provided a consolidated view of all customer correspondence, contributing to a 20% reduction in time to resolution. This streamlined approach improved average handle time, first-contact resolution, and overall customer satisfaction, while also enabling robust reporting and resource planning.

Payoff from self-service and digital workflows

By leveraging Genesys Cloud platform APIs, Benify digitized and automated its customer benefit receipt processes, reducing manual effort and errors. Customers now receive prompt email notifications and access self-service options, enhancing satisfaction and efficiency. Agents are better equipped to understand customer needs and personalize interactions, leading to improved service quality and customer experience. Additionally, automation has freed up employees to focus on value-added tasks, improving job satisfaction and retention rates.

Seven-figure financial benefits

The efficiencies gained through Genesys Cloud CX and Salesforce integration have yielded significant financial benefits for Benify, with a total cost saving of $1.65 million. This includes a 17% reduction in total cost of ownership, a 23% decrease in errors, and a 30% improvement in receipt processing efficiency. The integration has not only optimized operations but also led to lower workforce churn and enhanced customer satisfaction, demonstrating the impactful results of technological innovation in customer service.

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