Case Study: Trupanion achieves 30-second average wait-time reduction, omni-channel customer service and 340% ROI with Alvaria

Trupanion - Customer Case Study

Trupanion, a fast-growing North American pet-insurance provider, was struggling as rapid growth exposed limits in its contact center: disparate phone, email and chat systems hindered reporting, customer insight and efficient routing. With a small IT team, Trupanion needed a hosted, blended omni‑channel solution with skills‑based routing and workforce management to improve customer experience and gain better business intelligence.

Trupanion chose Aspect’s hosted Unified IP and workforce-management suite integrated with Microsoft Dynamics CRM to enable true omni‑channel interactions, skills‑based routing and outbound dialing. The change cut average wait time by 30 seconds, nearly eliminated email SLA issues, allowed seamless channel handoffs, enabled accurate staffing forecasts, and delivered a 1:4.6 cost‑benefit ratio (about $1.39M annual benefit) and a 340% annual ROI while scaling support without adding IT overhead.

Trupanion

Denise Connors

Vice President of Customer Care