Real-World Case Studies and Customer Success Stories with Arise

The Arise Platform helped a cruise client recover from pandemic layoffs and a labor shortage. The client needed better customer care to meet rising demand. Arise created a special learning program fo...r high-value customers and used Gig-CX to connect skilled Service Partners. Transfers dropped from 17.9% to 4.5%, and 95% of contacts were handled without escalation. The 'Earn While You Learn' program improved Service Partner certification rates by over 100%.
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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 major hospitality client during Hurricane Ian. The client's on-site contact center closed due to the storm. Arise provided flexible, remote Service Partners to fill the ga...p. Within 48 hours, they delivered over 1,472 service hours in 6 days. Guest satisfaction reached 96% during this crisis. The solution kept both guests and staff safe.
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Arise helped a cruise line increase customer satisfaction and decrease wait times by 60% by implementing a remote, on-demand customer service solution.

A Canadian HVAC and plumbing company saw a 30% increase in customer satisfaction after implementing a new call center solution.

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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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 used skilled Service Partner...s trained in HIPPA basics and empathy to build trust. Outbound calls and SMS were used 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 Web3 gaming company improve user experience and onboarding, resulting in a 100% increase in active users and a 50% reduction in support tickets.

Arise Virtual Solutions worked with the ELTD team of a major banking client to improve their new hire blended learning program. The old training took 12 weeks and did not include hands-on practice, l...eading to errors and slow onboarding. Arise co-created a new curriculum with Sandbox and Mock Call Simulations, cutting training time by 50%. The new program reduced errors, improved learner satisfaction from 60% to 86%, and led to a 17% decrease in time to production. The partnership helped the bank meet its goals for speed and quality in training.
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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 Platform helped a leading Canadian HVAC and plumbing company improve customer support. The company needed to handle seasonal spikes and frequent call surges. Arise provided a flexible network o...f virtual service providers for service calls, sales, and retention. The solution supported scheduling, issue resolution, and upselling maintenance plans. This improved customer experience and helped manage demand across four provinces.
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Arise used its GigCX network to help a top digital roadside assistance platform. The client faced budget cuts and needed a cost-effective support solution for over 200,000 drivers. Arise sourced 73 F...TEs in Jamaica and provided certification for two business lines. They used the Starmatic Scheduling System for flexible staffing. The client received 24/7 support and high-quality service.
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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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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 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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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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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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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® Platform helped a major home improvement retailer improve customer support by shifting from voice to chat. The retailer faced high call volumes and slow response times. Arise integrated its pl...atform, trained agents, and set up quality checks. Customer Effort Score rose 2.2% above goal. Likely to Shop Again score was 0.3% above target. 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 FTEs 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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Arise® Shield helped a luxury goods retailer stop rising fraud in customer support. The retailer faced financial losses and loss of trust due to fraud. Arise® Shield was set up for real-time monitori...ng, identity checks, and custom fraud rules. In the first month, there were zero fraud cases needing more action. The team blocked 1,136 actions and protected $110,982 in revenue. Customer satisfaction reached 102% of the goal, and quality assurance hit 101% of the goal.
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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® 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® helped a major utility company improve customer service during severe weather events. The company used Arise’s Starmatic® technology and intra-day flex capabilities to better manage call volum...e and resource scheduling. Customer satisfaction (CSAT) stayed at or above 90% for five years. The company reduced its total cost of ownership by 25%. The abandon rate dropped to 1.3%, which was 2.7% better than the goal.
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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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Arise provided inventory service for CHEP, the largest provider of pallet and container pooling services. CHEP faced urgent count requests that their previous vendor could not handle. Arise aligned s...ervice support to meet inventory needs and managed planned spikes. They created new audit and onboarding systems to improve communication and efficiency. As a result, Arise completed the large audit on time, with 48% of requests marked as urgent and a 0% no-show rate over six months.
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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® helped a leading telehealth provider improve patient registration and support. The provider faced challenges with handling sensitive information and technical support for telehealth services. ...Arise® implemented a fast certification program and a 'Super Support' plan for service partners. This reduced average hold time to 12 seconds and increased quality scores to over 90%. The team handled 952,168 contacts in 2023 with a cost per call of $2.28.
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Arise used its platform to help a leading CPG company fix delivery delays and improve customer satisfaction. The company had a big backlog of support tickets after moving to new distribution centers.... Arise helped by training agents and using better ticket management tools. Service Partners cleared over 18,000 tickets and handled 166% of forecasted closures. They beat the closure rate goal by 17%. Customer satisfaction and trust improved as a result.
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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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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 from pandemic layoffs and meet surging demand. The client used Arise's network of skilled Service Partners to boost cruise bookings. Service Pa...rtners set a new monthly record with $1 million in sales and averaged $4,400-$4,500 per booking. Arise also revamped the sales curriculum, raising close rates for new Service Partners to 28-30%. The client now uses the Arise curriculum for its own teams.
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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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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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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 Learning provided its Virtual Learning Program to Movate, a business process outsourcer. Movate needed to improve ramp-to-proficiency targets for their agents. Arise delivered a customized New ...Learner Certification Course using award-winning, client-tested methods. The program included live classes, assessments, and post-certification support. Movate saw improvements in all Voice of Customer metrics compared to non-Arise-led classes. Movate invested in a second service, showing satisfaction with the results.
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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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Arise Gaming helped a Web3 social media platform improve user experience. The client needed strong customer support and content moderation as their user base grew fast. Arise Gaming provided a 'CX in... a Box' solution, set up omnichannel support, and managed community engagement. They reduced spam and inappropriate content by 40% and cut support emails by 145% in two months. The platform's user base grew from 500K to over 750K during this time.
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