The company rigorously screened market offerings against strict criteria. It needed a solution with advanced cloud capabilities and best-in-class CRM and case management systems.
“We felt Genesys combined with Salesforce CRM was the strongest combination to support multiple workflows, agent multi-tasking and easy API integration for efficient self-service and customer recognition,” said Guerard. “And in Genesys, we got a professional services team who would stay the course and work with us on a multi-year global rollout.”
Pluxee was also looking for a vendor that could provide maximum flexibility due to the varying nature of its markets and how customers across the globe prefer to engage. “In some markets voice and email are the most popular channels and in others it’s messaging apps,” said Guerard. “So, we wanted to be sure we could flex services by country — for example, WhatsApp in Brazil. Genesys allows us to do that.”
Carefully phased implementation
Pluxee took a phased approach to consolidation, ensuring complex requests were prioritized. It took the most heavily used channels — inbound calls, email, and SMS — and onboarded 200 agents in Belgium to ensure customer satisfaction remained high. And it applied self-service models to common inquiries like balance checks, PIN resets and lost cards, which can now be processed using via the Pluxee website or mobile app.
Genesys Workforce Engagement Management empowers the company’s supervisors to accurately monitor agent performance, spot coaching needs and provide constructive feedback. Routine jobs, such as preparing forecasts and reports, are automated and consume less time. Other essential tasks, such as matching routing policies to agent skill sets, are simple to manage.
Pluxee has taken automation a step further by integrating Genesys Cloud with natural language understanding platform Google Cloud Dialogflow.
“To be more efficient in email routing and classification, we’re launching a linguistic text recognition solution,” said Guerard. “With our Genesys platform, it was also pretty easy to test chatbots with Google Cloud natural language recognition.”
Popular with customers and employees
Pluxee has already realized major benefits from Genesys Cloud. “We very quickly obtained a 10% gain in agent productivity through improved handling and Salesforce CRM integration,” said Guerard.
“By associating any existing customer data from our CRM — like personal information, purchase details or their preferences — with real-time interaction data, we now have more context about a customer when they reach out, whether through our self-service or live agent channels. This in turn is helping to create a more connected, personalized experience, which our staff and customers really value. In terms of change success, we measured agent satisfaction and saw stronger commitment for the new tools.”
