SV-Gruppe | Media & Services | Germany
Go digital future
SV Gruppe Sets New Standards in Customer Service
Following the merger of Schwäbisch Media and Nordkurier, SV Gruppe modernizes its customer service operations. Together with infinit.cx and Genesys Cloud CX, the company has established a foundation for greater transparency, flexibility, and long-term scalability.
Meet the Client
SV Gruppe, formed through the merger of Schwäbisch Media (“The Media Company of Southern Germany”) and Nordkurier Media Group, brings together print, digital media, radio, television, and logistics services under one roof. Headquartered in Ravensburg and Neubrandenburg, the organization is one of Germany’s most diversified media companies. Today, its customer service supports not only traditional newspaper publishing and broadcasting, but also the group’s growing digital media and logistics businesses.
The Challenge
Growing Service Demands
Building on decades of experience in newspaper logistics, SV Gruppe expanded into new business areas, including the private mail and parcel services südmail and Nordkurier-Service. As these operations grew, so did customer service demand. The legacy telephony system increasingly struggled to handle peak complaint volumes, particularly during delivery disruptions. For a modern media and logistics organization, this was no longer sustainable. A scalable, cloud-based customer service platform was needed to support continued growth.
Future-Proofing Infrastructure
The new contact center solution needed to provide a flexible, cloud-native platform capable of unifying all communication channels, from voice and email to social media, while integrating seamlessly with existing CRM and ERP systems. This strategic move laid the foundation for a connected, future-ready service infrastructure that can evolve alongside the business.
Approach & Impact
Rapid Implementation
Working closely with infinit.cx, SV Gruppe implemented Genesys Cloud CX within just a few weeks. The platform now supports inbound and outbound communications, email, chat, and social media. Today, 70 employees across two locations use the platform, with adoption continuing to grow.
Greater Transparency and Autonomy
With Genesys, SV Gruppe’s leadership finally has real-time visibility into service operations. And Service Teams can independently adapt workflows, onboard new employees, and configure communication rules without relying on external support.
Empowering Employees
The platform’s ease of use and flexibility quickly won over employees.
“Choosing the Genesys Cloud solution was absolutely the right decision in every respect.”
Manuela Lüdke, Managing Director, SV Dialog GmbH & Co. KG
70+
Customer Service agents using Genesys Cloud CX
Go-live
Achieved in just a few weeks
100 %
Visibility across Service Operations and Performance metrics
The greatest benefit for us is the level of transparency the solution provides. Genesys Cloud CX enables us to deliver meaningful, real-time metrics to executive management at any time, ensuring complete visibility into operational performance and service activities.
Manuela Lüdke, Managing Director, SV Dialog GmbH & Co. KG
Next Steps
Expanding Digital Channels
As a next step, SV Gruppe plans to integrate all text-based customer interactions into Genesys Cloud CX, including digitized mail processing and seamless CRM integration.
Driving Automation
The organization is also planning to introduce voice bots to automate routine inquiries, enabling service teams to focus on more complex customer needs while delivering faster response times.
A Long-Term Vision
Looking ahead, SV Gruppe plans to use Genesys Cloud CX as the central platform for all its service-intensive operations, from mail and parcel services to future digital offerings and customer engagement initiatives.
