Real-World Case Studies and Customer Success Stories with Arise

Arise Shield helped a luxury goods retailer stop rising fraud in customer support. The retailer faced financial losses and lost trust due to fraud. Arise Shield was set up for real-time monitoring, i...dentity checks, and custom fraud rules. In the first month, the system blocked 1,136 actions and stopped $110,982 in fraud. The team handled 31,621 transactions with zero fraud needing further action. Customer satisfaction reached 102% of the goal, and quality assurance hit 101%.
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Arise® Platform helped a major home improvement retailer move from voice to chat support. The retailer faced high call volumes and slow response times. Arise integrated its platform, trained agents, ...and set up quality checks. Customer Effort Score rose 2.2% above goal. Likely to Shop Again score beat target by 0.3%. VOC ASAT exceeded expectations by 3.1%. Chat response time was 24.5 seconds faster than competitors. Message transfers dropped by 2.3%. The client doubled their full-time staff with Arise after seeing these results.
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Arise introduced a new learning journey for a big box retailer to improve customer service. Service partners received enhanced training, including classroom debriefs and ongoing coaching. This approa...ch increased service partner satisfaction scores by 5 points. Customers’ likelihood to shop again scores rose by 4 points. The changes led to better experiences for both staff and shoppers.
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The Arise Platform helped a UK coffee retailer during a major tech outage. The retailer faced internet and website failures, leaving customers without support. Arise used its Gig-CX model to quickly ...scale up service. The platform handled nearly 100% of the client’s volume, flexing to 120% of forecasted calls and 200% of forecasted chats. This quick response won Arise all of the client’s live chat business in the UK.
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Arise used its GigCX service partners in Jamaica to help a top digital roadside assistance platform. The client faced budget cuts and needed a cheaper way to support over 200,000 drivers in America. ...Arise sourced 73 agents, trained them for two business lines, and used the Starmatic Scheduling System for flexible shifts. The team provided 24/7 support and high-quality service. The client praised the new agents for sounding experienced after just two weeks on the job.
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The Arise Platform helped a global roadside assistance client fix gaps in their customer experience reporting. The client struggled with slow response times and high average handle time (AHT) of almo...st 8 minutes. Arise worked with the client's tech team to analyze and validate CX data, improving visibility into key metrics. Service partners using the platform reached almost 90% utilization. The client reduced AHT by 50%, now averaging 3-4 minutes.
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The Arise Platform helped a nationwide roadside assistance program handle high call volumes during severe winter weather. The client used Arise's flex capacity and Gig-CX network to deliver fast, rel...iable customer support. Service Partners achieved 108% of the AHT goal, coming in 39 seconds under target. Not on Call time dropped by 43 seconds, reaching 158% of goal. NPS improved by 2 points quarter-over-quarter, hitting 101% of the target.
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Arise® used its Starmatic® technology and intra-day flex platform to help a major utility company improve customer service during severe weather. The company faced high call drop rates and low satisf...action scores. Arise® sourced local service partners and launched a fast virtual learning program. CSAT stayed at or above 90% for five years. Utilization rates topped 90%. The abandon rate dropped to 1.3%, beating the goal by 2.7%. The company cut total cost of ownership by 25%.
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Arise provided its inventory service to CHEP, the largest provider of pallet and container pooling services. CHEP faced an urgent count request that their existing vendor could not handle. Arise step...ped in to deliver reliable and flexible support, meeting planned spikes and urgent needs. They conducted a process audit, improved communication, and built new onboarding and data sharing systems. CHEP praised Arise for completing a very large audit successfully and on short notice.
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The Arise Platform helped a major home security client avoid a customer service crisis. In April 2022, traditional BPO partners could not meet live agent capacity, risking lost revenue and poor custo...mer experience. The client used Arise’s flex capacity model, powered by Gig-CX, to quickly scale service to 110% of forecasted demand. This solution kept their billing line of business running and reduced average handle time by 11%. The client praised Arise for its flexibility and fast deployment.
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The Arise Platform helped a major hospitality client during Hurricane Ian. The client's on-site contact center closed for safety. Arise used its gig workforce to provide support. Within 48 hours, Ari...se filled over 1,472 service hours in 6 days. Guests got immediate help and the client’s team stayed safe. Guest satisfaction reached 96% during the crisis.
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The Arise Platform helped a financial services company handle a surge in customer support during the October tax extension deadline. The challenge was a record number of tax extensions and complex po...st-COVID tax questions. Arise prepared months in advance, creating detailed resources and training for service partners. During the peak, service partners achieved an NPS of 76, 8% above goal, and a customer resolution rate of 91%. The company led all BPO providers in quality during this period.
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The Arise Platform helped a maker of healthy meals reach senior citizens eligible for Medicare-covered meals. Seniors were wary of scams, making outreach difficult. Arise connected the client with 70...,000 certified Service Partners trained in HIPAA basics and empathy. Service Partners used outbound calls and SMS to notify recipients. Call-to-signup conversion rose to over 90%. Predictive dialing increased efficiency to over 60 dials per hour, nearly doubling productivity.
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Arise® helped a leading telehealth provider improve patient registration and support. The provider struggled with complex phone registrations and technical support for telehealth services. Arise® use...d specialized Service Partners and a fast certification program to boost problem-solving skills. They added a "Super Support" plan for real-time feedback and faster proficiency. In 2023, average hold time dropped to 12 seconds, CSAT rose, quality scores topped 90%, and cost per call was $2.28. The team handled 952,168 contacts with high efficiency.
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Arise Virtual Solutions worked with a large banking client to improve their new hire blended learning curriculum. The old training took 12 weeks and did not include hands-on practice, leading to erro...rs and slow onboarding. Arise redesigned the program, adding sandbox and mock call simulations, and cut training time by 50%. The new approach reduced costly errors and operational risks. Learner satisfaction rose from 60% to 86%, and time to production dropped by 17% after the first update.
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Arise Platform helped a leading Canadian HVAC and plumbing company improve customer support. The company needed to handle seasonal spikes and weather-driven call surges. Arise provided a flexible net...work of virtual service providers for service call support, sales, and retention. The solution enabled better cross-selling and managed home warranty programs. The company improved customer experience and exceeded retention goals.
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Arise used its platform to help a leading CPG company fix delivery delays after moving to new distribution centers. The company faced a big backlog of support tickets and falling customer satisfactio...n. Arise assessed and organized the ticket backlog, trained agents, and used quality tools to improve ticket handling. Service Partners cleared over 18,000 tickets, handled 166% of forecasted closures, and beat the closure rate goal by 17%. Customer satisfaction and trust improved as a result.
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Arise Learning delivered its virtual learning and certification program to Movate, a business process outsourcer. Movate needed to improve ramp-to-proficiency for agents serving a major home improvem...ent retailer. Arise provided a customized New Learner Certification Course, using award-winning methods and blended learning tools. Movate saw gains in all Voice of Customer metrics compared to non-Arise-led classes. Movate invested in a second service, showing strong satisfaction with Arise's solution.
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Arise Gaming helped a Web3 social media platform improve user experience. The platform needed strong customer support as it grew quickly. Arise Gaming provided a skilled CX team, set up omnichannel s...upport, and managed content moderation. They blocked spam and bots, added email ticketing, and improved review processes. As a result, spam content dropped by 40% and support emails fell by 145% while the platform grew from 500K to 750K users.
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The Arise Platform helped a cruise client recover from pandemic layoffs and a labor shortage. Arise created a special learning program for high-value customers, reducing transfer rates from 17.9% to ...4.5%. Service Partners now resolve 95% of contacts without escalation. Arise also launched an "Earn While You Learn" program, doubling Service Partner certification rates. The platform delivered 100% of requested FTEs for the client in 2022.
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The Arise Platform helped a major cruise client recover from pandemic layoffs by providing skilled Service Partners for sales. The client faced a surge in demand but had a reduced sales team. Arise d...elivered over 70,000 certified Service Partners, enabling record monthly cruise bookings of $1 million. Service Partners consistently exceeded $4,000 revenue per booking, averaging $4,400-$4,500. A revamped sales curriculum boosted close rates for new Service Partners to 28-30%, nearly matching experienced staff. The Arise Platform enabled fast program launches and supported the client's return to pre-pandemic sales levels.
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The Arise Platform helped a major cruise client recover after the pandemic. The client faced a shortage of customer service staff and high booking demand. Arise used its Gig-CX network and launched t...he 'Earn While You Learn' program to quickly train agents. This program doubled agent certification rates and reduced call transfers from 17.9% to 4.5%. Arise met 100% of the client's staffing needs and improved first-call resolution to 95%. The platform also added 700 extra hours in less than 24 hours to handle last-minute sales demands.
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