Case Study: Major Texas Utility Company achieves business continuity and high-quality surge support during Hurricane Harvey with Arise Virtual Solutions

Business Continuity Hurricane Harvey

When Hurricane Harvey struck in August 2017, Major Texas Utility Company faced widespread outages, a flood of distressed customer calls about property damage and billing, and disabled local operations. The utility engaged Arise Virtual Solutions for hurricane relief support, leveraging Service Partners on the Arise platform to provide scalable, compassionate call handling aligned with the client’s brand.

Arise Virtual Solutions mobilized Service Partners—especially in Florida and other hurricane-prone states—to deliver over four months of relief support, ramping capacity to 116% above forecast, maintaining a quality score above 84%, and providing more than 9,000 additional support hours per month for three months after the storm. The effort helped the utility preserve customer loyalty and brand empathy during recovery.