Case Study: Asurion boosts agent engagement and saves 2,500 administration hours with Alvaria Inform and Workforce Mobile

Global Insurance leader in technology support and protection

Asurion, a global leader in technology protection with 17,000 employees supporting 280 million consumers, faced a growing operational challenge: agents were missing voluntary time-off (VTO) and overtime (OT) opportunities and administrator workload was spiking because there was no effective way to communicate real-time schedule changes via agents’ preferred channels. Traditional, slow administrative communications were hurting agent satisfaction and creating inefficiencies in staffing and schedule management.

Asurion deployed Alvaria Inform and Alvaria Workforce Mobile alongside its Alvaria Workforce solution to send proactive push, SMS and email notifications, let agents control preferences, and enable mobile self-service for schedule changes. Combined with business rules to limit notifications (for example, when agents are in-center) and focused training to drive adoption, the solution delivered 62% agent engagement to date, 23% of schedule segments entered via VSA, an annual savings of 2,500 administration hours, improved OT/VTO fill rates, reduced absenteeism and administrative workload, and measurable gains in agent satisfaction and staffing responsiveness.

Asurion

Jon Malinowski

Senior Director Workforce Management