“We serve a very wide and diverse customer base across multiple channels and locations. That’s why we had a strong need to connect customer demand with our professionals’ expertise as efficiently as possible. A modern contact management system turned out to be an excellent solution for this need,” says Katri Oksanen, Customer Director at Posti.
Smoother Customer Service and improved accessibility
Posti’s goal is to be an approachable organization that resolves customer matters promptly – with care and efficiency. To support this, Posti implemented the Genesys Cloud contact management system, which connects customers with the right experts without unnecessary delays.
“The value of Genesys Cloud for us lies in its ease of use and real-time visibility into customer demand. We can direct contacts straight to the right experts, so customers aren’t bounced around, and issues are resolved in one go,” Katri explains.
Partnership with Advania means continuous development
The collaboration with Advania began with the deployment of Genesys Cloud but has since expanded to include automation solutions. The first step was the introduction of voice bots, and the next development phase focuses on implementing WEM (=Workforce Engagement Management) functionalities.
“Integration between Genesys Cloud and Salesforce was important to us, as Salesforce serves as our main customer relationship management tool. Genesys adds value to it through customer data. Together, they give us visibility into service availability and handling times. The integration also makes our experts’ work easier, as the number of systems remains manageable,” Katri describes.
Genesys Cloud also supports competence development
Katri emphasizes that Genesys Cloud not only enhances customer service but also supports the employee experience. The system enables personalized feedback for customer service experts and helps them develop in their roles.
“With Genesys Cloud, we can monitor handling times and continuously improve our operations, which directly impacts the customer experience. The data we get from the system also helps us coach our employees and invest in developing their skills. I can warmly recommend Advania as a partner – we truly value their broad and cross-industry expertise, especially in customer service environments,” Katri concludes.
