Retail Case Studies and Customer Success Stories with Arise
A high-end luxury goods retailer
- Retail
- Large
Arise Shield stopped all fraud for a luxury goods retailer in the first month. The solution blocked 1,136 actions and... protected $110,982 in revenue. Arise Shield handled 31,621 transactions with real-time monitoring and custom fraud detection rules. Customer satisfaction reached 102% of the goal, and quality assurance hit 101%. The retailer kept its reputation strong and customer trust high with proactive fraud prevention.
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 approach 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.
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.
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, identity 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%.
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.
Automotive Case Studies and Customer Success Stories with Arise
nationwide roadside assistance program
- Automotive
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, reliable 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.
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 almost 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.
the world’s leading digital roadside assistance platform
- Automotive
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.
Hospitality Case Studies and Customer Success Stories with Arise
major cruise client
- Hospitality
- Large
The Arise Platform helped a major cruise client recover after the pandemic. The client faced a shortage of customer service... reps and a surge in cruise bookings. Arise used its Gig-CX network and "Earn While You Learn" program to fill 100% of FTE needs from Q1-Q3 2022. Agent certification rates doubled, and call transfers dropped from 17.9% to 4.5%. First-call resolution improved to 95%. Arise also added 700 hours with less than 24 hours’ notice to meet last-minute sales demands.
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, Arise 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.
Entertainment Case Studies and Customer Success Stories with Arise
Web3 Studio
- Entertainment
- Medium
Arise Gaming helped Web3 Studio cut average response time from 4. 2 to 2.4 hours, a 43% improvement. The Arise...Gaming Platform used workforce management analytics and heatmap data to optimize support scheduling. This led to faster player support and higher satisfaction scores, boosting satisfaction by 33%. Web3 Studio now keeps players engaged and creates superfans. The solution focused on player experience analytics and flexible scheduling.
Arise Gaming helped Web3 Studio cut player support response times by 43%. The Arise Gaming Platform used workforce management analytics... and heatmap data to improve scheduling. This reduced average response time from 4.2 to 2.4 hours. Player satisfaction scores increased by 33%. The solution supported global player engagement in the NFT gaming sector.
nationwide roadside assistance program
- Consumer Services
- Large
The Arise Platform helped a nationwide roadside assistance program handle a surge in customer support during severe winter weather. The client faced... contact volumes far above forecast, needing fast, high-quality help for stranded motorists. Arise delivered up to 600% seasonal and 200% intraday flex capacity, connecting the client with a large network of service partners. Service Partners achieved 108% of AHT goal, reduced Not on Call time by 43 seconds, and improved NPS by 2 points quarter-over-quarter. The solution ensured excellent customer care even in crisis.
Premier Canadian HVAC and Plumbing Company
- Consumer Services
- Large
Arise Platform helped a leading Canadian HVAC and plumbing company handle seasonal call surges and weather-driven spikes. The company needed... scalable customer support and better cross-sell of services. Arise provided virtual service providers for scheduling, issue resolution, and retention calls. The solution improved upsell and cross-sell capabilities and supported customer protection plans. The flexible model met seasonal demand and enhanced customer experience.
Utilities Case Studies and Customer Success Stories with Arise
CHEP
- Logistics
- Very Large
Arise delivered urgent inventory audit services for CHEP, the largest provider of pallet and container pooling. CHEP faced a challenge... when their existing vendor could not meet a critical count request. Arise responded quickly, completing 48% of requests as urgent and achieving a 0% no-show rate over six months. The team built new onboarding and data sharing systems to ensure reliable, efficient service. CHEP praised Arise for their collaboration and ability to meet unexpected demand.
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 satisfaction 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%.
Consumer Goods Case Studies and Customer Success Stories with Arise
A leading CPG company
- Consumer Goods
- Large
Arise used its platform to help a leading CPG company resolve delivery delays and restore customer satisfaction. The company faced... a surge in support tickets after moving to new distribution centers. Arise certified service partners to manage the increased ticket volume and used targeted upskilling. Over 18,000 tickets were resolved, with service partners handling 166% of forecasted closures. The closure rate goal was exceeded by 17%. Customer satisfaction and trust improved as a result.
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 satisfaction. 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.
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 post-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.
Food & Beverages Case Studies and Customer Success Stories with Arise
A maker of healthy meals
- Food & Beverages
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.
Banking Case Studies and Customer Success Stories with Arise
a renowned Banking Client
- Banking
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 errors 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.
Arise provided a telehealth provider with support for new patient registration and technical help. The challenge was handling sensitive information... and complex telehealth services by phone. Arise sourced specialized Service Partners and created a fast certification program. They launched a "Super Support" plan for real-time feedback and faster proficiency. The solution improved support quality for patient onboarding and technical issues.
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 customer 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.
a leading telehealth provider
- Health, Wellness And Fitness
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® used 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.
Internet Case Studies and Customer Success Stories with Arise
Web3 social media platform
- Internet
- Medium
Arise Gaming helped a Web3 social media platform improve user experience and support. The platform, with over 750K users, needed... strong customer care and content moderation. Arise Gaming provided omnichannel support, set up email ticketing, and managed community engagement. They reduced spam and inappropriate content by 40% and cut support emails by 145% in two months. The platform grew by 50% during this time.
Other Industry Case Studies and Success Stories with Arise
Web3 Studio
- Gaming
- Medium
Arise Gaming helped Web3 Studio improve player experience analytics. The studio faced slow response times, with an average of 4.2... hours. Arise Gaming used workforce management and heatmap analysis to optimize support scheduling. This reduced response time by 43%, down to 2.4 hours. Player satisfaction scores increased by 33%.
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 the '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.
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 delivered 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.
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.
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 improvement 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.
