Unified Contact Center Clatform for Optimal Customer Experience
REWE Group is one of the leading retail and tourism groups in Europe and operates various brands such as REWE, Penny, and ZooRoyal with its 385,000 employees. To improve digital customer service and simplify the management of external service providers, the company was looking for an innovative solution to replace its heterogeneous call center landscape.
A seamless integration of the existing Salesforce instances was particularly essential, as well as the ability for employees to work from anywhere.
Telekom MMS implemented Genesys Cloud CX as a central platform to unify the customer service of the REWE Group. The solution enables intelligent routing, scalability with dynamic user development, and seamless integration of multiple Salesforce instances ("multiorg integration").
Task
Unification of contact center systems with integration into four Salesforce instances and comprehensive voice routing
Solution
Implementation of Genesys Cloud CX with seamless Salesforce integration and comprehensive consulting and support services.
Result
Improved processing of customer inquiries, central management of service providers, and uniform KPI evaluation
The collaboration with Telekom MMS was constructive and solution-oriented from the beginning. Through their technical expertise, we were able to complete the project on schedule and within the planned scope. We particularly appreciate the clear communication and reliable implementation. Michael Markus, IT Engineer Expert at REWE
Benefits for our Customers
- Central control of the service with uniform quality control
- Flexible work and higher productivity of agents through intelligent processes
- Increased customer satisfaction due to faster personalized problem resolution
Requirements Modernization of the Customer Service Landscape
The REWE Group faced the challenge of consolidating and modernizing its heterogeneous contact center landscape. The various brands REWE, Penny, and ZooRoyal used different systems, which made it difficult to have a unified control and evaluation. A key requirement was the integration into four customer-specific Salesforce instances and the implementation of overarching routing processes for the voice channel. At the same time, the solution had to meet the highest availability requirements and enable location-independent work.
The IT managers of the REWE Group also placed particular emphasis on the future-proof nature of the solution. They were looking for a platform that would grow with the company, flexibly integrate new communication channels and technologies, and drive the digital transformation of customer service forward on a permanent basis. The investment should meet current requirements and also reflect future developments.
Solution Cloud-Based Contact Center Platform With Salesforce Integration
As an end-to-end partner of REWE, Deutsche Telekom implemented a cloud-based contact center platform: Genesys Cloud CX. To ensure reliable telephony, the solution was connected to NFON's carrier services. A particular challenge was the integration into four customer-specific Salesforce instances.
The joint project team from REWE and Telekom implemented MMS using a step-by-step approach: First, the telephony functionality ("voice channel") was set up for all existing customer service units. To achieve high acceptance among users, Telekom MMS experts provided comprehensive training for all parties involved and closely supervised the phased commissioning.
After the launch, Telekom MMS took over the continuous development of the platform. This included optimizing existing functions, connecting additional hotlines, and adapting to new requirements. Thanks to the cloud-based architecture, expansions could be implemented flexibly and without disrupting ongoing operations.
Despite parallel Salesforce migrations and the integration of new external contact center service providers, Telekom MMS completed the entire project within just four months.
Benefits Efficient Customer Service Thanks to a Unified Platform
The REWE Group was able to achieve significant improvements in customer service with the introduction of Genesys Cloud CX. Agents have central access to all relevant information and work significantly more efficiently thanks to intelligent control. The tool precisely differentiates between 1st and 2nd level support requests, significantly reducing the processing time for customer inquiries.
The central management of external service providers through a platform reduces administrative costs while maintaining quality control.
At the same time, REWE can evaluate KPIs across brands and service providers in real-time, make faster and more informed decisions, and continuously improve service quality. Through seamless Salesforce integration, all customer data is synchronized and up-to-date.
From an IT perspective, Genesys Cloud CX also offers significant advantages: migrating from local hardware to a cloud-based solution can reduce operating costs, depending on the infrastructure and operating model. At the same time, flexibility and scalability increase. New functions or channels can be integrated quickly and with little effort. Employees work independently of location thanks to the platform, which increases job satisfaction and makes the REWE Group a more attractive employer.
About the REWE Group
The REWE Group is an internationally operating retail and tourism group with cooperative structures. With 385,000 employees and a turnover of 84.8 billion euros (2022), it is one of the leading retail and tourism groups in Europe. The company's headquarters are located in Cologne. The REWE Group includes various brands such as REWE, Penny, and ZooRoyal and operates in various business fields, including food retail, specialty markets, travel, and tourism. As a responsible company, the REWE Group focuses on sustainability and social commitment.