BINUS Customer Experience Powered by Salesforce–Genesys

2024

Overview

BINUS faced overwhelming call loads and fragmented communication channels, and we delivered an integrated automation solution that streamlined interactions and improved customer experience.

Client

BINUS University

Client

BINUS University

Pillar

Customer Experience Optimization

Pillar

Customer Experience Optimization

Solutions

We integrated Genesys with Salesforce to unify all customer interactions into a single data-driven platform. Agents gained instant access to interaction history through embedded Genesys widgets, enabling faster and more personalized responses.

Impact to Business

The integration empowered BINUS to significantly elevate customer experience while boosting agent operational efficiency. It also allowed BINUS to focus on delivering best-in-class services without being hindered by technological limitations.

Key Outcomes

Improved operational flow, better visibility of customer journeys, and optimized agent performance with seamless, automated interaction tracking.

"Partnering on this integration allowed us to transform BINUS’ customer engagement model. By simplifying their ecosystem with Salesforce and Genesys, we helped them deliver smoother, smarter, and more human-centric experiences at scale."

Roslani Christanti

CEO of ONE Indonesia