Paving the way for personalized digital-first experiences

Eradicating barriers

Previously known as Sodexo, Pluxee is a leading global employee benefits and engagement partner. From meals, culture and holidays to gifts, wellbeing and telemedicine, it helps 35,000 clients develop more meaningful employee relationships, while adding value to over 55,000 merchants’ businesses.

With a dual contact center setup supporting clients, customers and merchants, Pluxee Romania is the company’s second-largest operation and pivotal to the success of its global customer experience (CX) transformation strategy. And change couldn’t come soon enough.

Handling contacts was time-consuming and frustrating for agents frequently having to jump between screens and re-enter the same information. This situation wasn’t helped by a local provider solution that restricted IVR changes and separate systems for recordings, sales contacts and customer feedback. Existing siloed data was often incomplete, delaying decision-making and service improvement efforts.

“We were not getting any closer to our digital-first vision,” said Andreea Coca, CX and Quality Manager at Pluxee Romania. “We could only partially monitor interactions and not cases. With limited automations, manual tasks were prone to error. Also, there was no single customer view, preventing personalized experiences.”

Endorsed globally, welcomed locally

With similar challenges affecting 30-plus contact centers worldwide, Pluxee made a group-wide decision to standardize CX strategy across all its countries. It would take an integrated stakeholder approach, multiskilled agents and consolidated systems capable of driving digital care options and usage. Advanced cloud capabilities and best-in-class CRM and case management systems were other must-have requirements.

The company rigorously screened market offerings against these strict criteria, before eventually selecting the Genesys Cloud platform.

“Genesys Cloud ticked all the boxes for our group stakeholders, and we could see why,” said Coca. “It was reliable, scalable and intuitive to use. And we really liked the workforce management features.”

Pluxee Romania migrated in carefully designed sprints, reducing complexity and ensuring continuity of customer services.

“We were assisted by Genesys Professional Services throughout and their support, particularly with customization and integration, was really invaluable,” added Coca.

Digitally delighting customers and reducing effort

Now, with Genesys Cloud, agents are multiskilled and serve multiple clients and merchants through one unified workspace.

“Close to 90% of consumers calling in successfully self-serve using our redesigned IVR, which we can now update ourselves in real time,” said Coca. “Similarly, over 95% of all chat conversations are resolved by a bot and never touch an agent.”

The remaining contacts — around 38,000 monthly calls; 13,000 emails; and 300 chats, plus outbound campaigns — are effortlessly managed by agents through a single user interface. All interactions are routed through Genesys and classified in Salesforce, with both systems fully integrated. Salesforce also interconnects with a GetFeedback solution; once a case closes, that automatically triggers an email containing one of 30 tailored CX surveys.

“Our agents have all the information they need at their fingertips, along with the single source of truth and 360-degree view they never had,” said Coca. “That means more efficient case handling and a better experience. For example, it’s now much easier to personally greet customers, see feedback scores and have them in mind while assisting them, as well as send canned responses for recurring level 1 requests. Also, we’re able to drive greater value from our Salesforce investment by introducing new tools for case management, SLA alerts and CRM reporting.”

Positioning people for success

More revelations followed. Before, selecting and listening to calls relied entirely on human intervention and manual effort. And results were buried deep in spreadsheets, making it difficult to keep track.

Now, with Genesys Cloud WEM, key activities like quality assurance, forecasting, feedback and coaching have been largely automated. All of this has helped Pluxee Romania move toward a more fluid role assignment model based on agent knowledge and skill levels.

“Genesys Cloud WEM brought significant improvements to the way we manage and develop our people,” said Coca. “All call recordings are easily searchable and retained for six months. Likewise, our performance evaluation forms are completed in near-real-time and stored in one place. So, it’s really quick to check scores for inbound and outbound calls, emails and chats.”

Across-the-board KPI improvements

Remarkably, by consolidating systems and channels; integrating Salesforce; improving and automating workforce management; and growing digital capabilities; Pluxee Romania has improved ten key measurements and won two awards recognizing its achievement from the Romanian Contact Center Awards.

KPI increases included first-contact resolution (11%); productivity (140%); agent satisfaction (1.3 points); customer self-serving (18%); chat adoption (over 300%); chatbot containment rates (95%); and survey answer rate (50%). In addition, welcome reductions were achieved for abandonment rates (30%), call volumes (50%) and average handle time (41%).

Not surprisingly, the combined customer satisfaction (CSAT) score across Pluxee Group countries that have so far migrated to Genesys has risen 35%.

Pluxee Romania has also improved its environmental, social and governance score.

“Innovations achieved using Genesys are helping to reduce paper and accelerate our sustainability goals,” concluded Coca. “For example, we now enable customers receiving new cards to securely access their PIN numbers in our IVR, in addition to our app, instead of awaiting for an additional letter.”

Plans include developing further self-service and chatbot features, while also transitioning to a customer-best optichannel approach for more personalized experiences.