Woolworths Finance Shared Services: An innovation success story
Channel: Genesys
Date: 2021-10-13

We sat down with Rob Fellowes, Transactions Solutions Lead at Woolworths Finance Shared Services, and winner of the #CX Innovator award to talk about the importance of automating inefficient manual processes for better customer experiences.
 
Woolworths Finance Shared Services (FSS) handles over 12 million invoice payments, 620,000 supplier queries, and AUD $480 million in account sales throughout Australia, New Zealand and Hong Kong annually.
 
Their switch to #GenesysCloudCX has shown great results:
-Employee engagement scores increase from 62% to 90% among agents handling calls
-99% quicker invoice query resolution
-91% faster call response
 
“We wanted to be seen as an employer of choice and build a culture that developed and empowered our people to achieve.”
 
Learn more about how Woolworths is equipping agents with the technology they need to provide superior customer service:  https://gsys.cx/3DHzFOB