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Case Study: ArcaTech Systems achieves automated, centralized customer support and 9.88/10 customer satisfaction with Agiloft
A Agiloft Case Study
Agiloft Powers ARCA’s Customer Support Organization
ARCA (formerly ArcaTech Systems) is a leading supplier of transaction automation solutions for financial, retail, and self-service industries. As the company grew it handled 25–50 technical support requests weekly across multiple channels, but its legacy system let issues fall through the cracks, provided no central customer database or case histories, and offered no reliable performance metrics, search-controlled KB, or customer satisfaction measurement.
ARCA implemented Agiloft’s hosted SaaS Customer Support solution, which Tim Hicks configured in about 60 hours after brief training, adding dashboards, a customer portal, targeted KB search, surveys, and automated reporting without coding. The result was centralized customer data, better tracking and technician productivity, automated workflows and alerts, and a dramatic increase in customer satisfaction (average survey score 9.88/10), along with improved accuracy and actionable product issue history.
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ArcaTech Systems
Tim Hicks
Customer Support Manager