P&N Group simplifies banking while protecting customers with CX Cloud from Genesys and Salesforce

P& N Group is amongst the largest customer-owned banking organization in Australia. We want to simplify everyday banking while continuing to protect our customers. — We selected Genesys and Salesforce as they had a very strong reputation and their offerings would allow us to deliver at a very rapid pace. — We're focused on giving our people better digital tools, cutting out the friction of our frontline teams, creating a single connected view of each customer, and reducing manual work. Our decision to move our contact center to CX Cloud was driven by our commitment to bring together our core CRM and telephony platforms. — Using CX Cloud from Genesys and Salesforce for our day-to-day operations has been a game-changer for our team. Before, our frontline teams were juggling different screens and switching between three platforms to find the same information. Now, everything they need is in one place. The seamless flow between Genesys Voice and Salesforce Intelligence ensures our agents spend less time on admin and more time building relationship with our valuable customers. — Since implementing CX Cloud from Genesys and Salesforce, we've seen the biggest impact across operational efficiency and our data integrity. One task we can do now that we couldn't do before is predictive routing. This has reduced our average handling time and improved customer experience with our teams having access to next best action through keyword signals. That has reduced the time spent to create a case. We've seen a significant reduction in wrap-up time thanks to automated work summaries. — Data quality has improved with 100% of our calls now having standardized summaries, which was impossible to achieve manually. — We're using Genesys Workforce Engagement Management and Workforce Management to optimize our workforce. It allows us to a consistent customer experience while reinvesting time back into our frontline teams for ongoing development and coaching. It also allows us to appropriately schedule during peak periods to ensure we are putting our teams under pressure. Being able to coach our employees has led to improved engagement and as you know, when employees are engaged, customer service improves. But at this stage in our journey, the estimated benefits are around 1,800 hours saved per year. Working with Genesys has been a journey of mutual respect. Genesys hasn't treated us as a number but as a strategic partner. What we're most proud of with our CX Cloud implementation is that we took a road map that seems futuristic and made it into a daily reality. Today, we're able to better orchestrate the customer experience as a single conversation regardless of the channel. Because Genesys is natively housed in Salesforce, the journey's fully connected. CX Cloud enables us to be there for our customers in the moments that matter.