Global mobility provider SIXT has upgraded its customer service platform by adopting a cloud-based solution from Genesys, implemented in partnership with NTT DATA. The move aims to enhance the quality of phone-based customer service and ensure a consistent experience across all communication channels.
The company selected Genesys Cloud as the central component of their new architecture, later integrating it with Salesforce Service Cloud. The rollout took place in several phases over nine months, with SIXT handling most of the migration themselves, supported by NTT DATA. The implementation also introduced a concurrent-user license model, allowing flexible access for customer advisors across different shifts and time zones.
Since moving to Genesys Cloud, SIXT has reported faster and more efficient customer service. The new system enables quick in-house adjustments and new feature implementations without lengthy approval processes. The intuitive user interface has reduced administrative effort, empowering both IT and business teams to manage the platform independently.
The integration of Genesys Cloud and Salesforce Service Cloud marks a significant milestone in SIXT's digital transformation. The shift from on-premises systems to agile, cloud-based solutions represents a strategic upgrade in their customer service capabilities.