9 September 2025

NTT DATA supports DynaGroup with integration of Genesys Cloud

Seamless customer interactions and increased employee satisfaction thanks to a future-ready solution

Amersfoort, 9 September 2025 – NTT DATA, a global leader in digital business and IT services, has successfully implemented Genesys Cloud at DynaGroup. This marks an important step toward strengthening customer experience and improving employee satisfaction. NTT DATA deployed this customer experience (CX) solution within two of DynaGroup’s five business units.

As a leading provider of personalized logistics and supply chain services in the Benelux, DynaGroup continuously invests in innovation and customer satisfaction. Within the business units Dynalogic (specialist in personalized last-mile logistics) and Dynafix (expert in repair services), the need arose for a flexible, scalable CX solution that aligns with their innovation and growth ambitions.

Enhanced customer interaction and improved support for the Fancare Center

With the new Genesys Cloud environment, DynaGroup enables employees of the Fancare Center to manage customer interactions efficiently and provide accurate information quickly across multiple communication channels. The new contact system also offers an innovative and future-proof solution that can grow with the organization and includes a wide range of AI-powered capabilities such as chatbots, analytics, and reporting.

“Within the Dynalogic and Dynafix business units, it’s not just about repairing, installing, and delivering products — it’s about creating a positive experience for the consumer,” says Jaap Timmer, Customer Service Manager at Dynalogic and Dynafix. “Communication plays a key role in that. We deliberately focus on personal and accessible contact with consumers. That’s how we turn customers into true fans, leading to long-term relationships. That’s where we make the difference.”

Timmer continues:

“Today, customers expect instant, error-free, and multilingual service. To meet these expectations, we make sure our employees are supported with smart, user-friendly communication systems. Only with the right information at the right time can they excel in service — and turn every customer into a fan.”

After careful evaluation, DynaGroup chose NTT DATA’s approach. NTT DATA offered the most complete solution with Genesys Cloud.

“What really set them apart was their genuine interest in our challenges and their collaborative approach in finding the best solution that met all our business requirements,” Timmer adds.

Powerful integration with existing systems

A key project requirement, in addition to user-friendliness, was seamless integration with existing — and partly self-developed — systems. For instance, Dynalogic uses an in-house developed Transport Management System (TMS) that has evolved alongside the company for over 20 years.

“The system forms the backbone of our logistics operations. We continuously optimize it, so stability and connectivity are essential. The integration with Genesys Cloud went smoothly thanks to its flexible API structure,” says Timmer.

Tailored collaboration

NTT DATA advised and designed a Genesys solution that consolidates all customer interactions in one system, enabling employees to easily find the right answers. NTT DATA delivered not only the technology but also provided strategic guidance on optimizing customer processes and practical applications of AI functionalities. Caller identification, customer recognition, escalation management, and automated reporting are now streamlined in one central solution.

“We’re excited about our collaboration with DynaGroup to help them enhance customer experience and increase employee satisfaction,” says Jeroen van Hamersveld, Managing Director Netherlands, NTT DATA. “With Genesys Cloud, DynaGroup now has a flexible and scalable contact center solution that fully supports their customer service operations.”