Client
Ferguson
Industry
Industrial Retail
URL
www.ferguson.com
Agency
C Square

Objective
Ferguson aimed to unify its customer engagement across local branches and centralized contact centers. The main objective was to connect customers with the right trusted experts quickly, improve answer rates, increase associate efficiency, consolidate systems, and scale its personalized service model across more than 1,200 locations.

Introduction
Ferguson is a leading industrial retail company serving contractors, builders, and trade professionals across the United States. For nearly 75 years, the company has built its business around strong customer relationships, expert knowledge, and local service.
As Ferguson continued to grow, it needed a more connected customer engagement system that could support both centralized teams and local branch associates. By adopting Genesys Cloud CX and Genesys Cloud Associate, Ferguson created a unified platform that helps customers reach the right experts wherever work happens — in branches, warehouses, yards, or on mobile devices.

Challenges
Ferguson was facing several customer engagement and operational challenges, including:

• Disconnected systems between contact centers and branch locations.
• Fragmented customer experiences across local and centralized teams.
• Difficult call transfers between different systems.
• Incorrect routing that caused customer frustration.
• Inconsistent reporting across locations.
• Difficulty scaling personalized service while maintaining local expertise.
• Need to connect customers with the right associate faster.
• Limited mobility for associates working outside traditional office environments.

Our Strategy
The strategy focused on creating one unified customer engagement foundation that could support Ferguson’s relationship-driven service model across all locations.

The key strategic actions included:

• Consolidating customer engagement systems on Genesys Cloud CX.
• Connecting local branches and centralized contact centers on one platform.
• Using Genesys Cloud Associate to extend engagement beyond the contact center.
• Enabling associates to support customers from branches, warehouses, yards, and mobile devices.
• Improving call routing so customers reach the right expert faster.
• Strengthening reporting and analytics through system consolidation.
• Supporting both local market needs and centralized service efficiency.
• Preparing for future AI capabilities such as auto-summarization and knowledge sharing.

Results
The implementation of Genesys Cloud CX helped Ferguson improve customer engagement, associate productivity, and operational visibility.

Key results include:

• Unified customer engagement across local and centralized locations.
• More than 1,200 locations connected with Genesys Cloud.
• Improved answer rates and customer satisfaction scores.
• Increased associate efficiency through mobile capabilities.
• Consolidated systems for better reporting and analytics.
• Improved routing to connect customers with the right experts.
• Stronger ability to scale Ferguson’s personalized service model.
• Better support for associates working in branches, warehouses, yards, or on the move.
• Foundation created for future AI and automation capabilities.

Conclusion
Ferguson successfully modernized its customer engagement strategy by moving to Genesys Cloud CX. The company unified its contact centers, branch locations, and mobile associates on a single platform while preserving the relationship-driven service model that defines its brand.

By connecting customers to trusted experts faster and giving associates more flexible tools, Ferguson improved service consistency, increased efficiency, and created a scalable foundation for future customer experience innovation.