Case Study: Leading Global Travel and Hospitality Giant achieves 100% volume coverage and 137% flex capacity during Hurricane Irma with Arise Virtual Solutions

Business Continuity Hurricane Irma

Leading Global Travel and Hospitality Giant turned to Arise Virtual Solutions when Hurricane Irma forced the shutdown of its Southern Florida facilities in 2017 and the client needed coverage for more than 14,000 additional hours with less than 48 hours’ notice. The customer used the Arise Platform to rapidly scale remote support and keep stranded travelers served after sending on-site employees home for safety.

Arise Virtual Solutions notified and mobilized Service Partners by email and text, posted and responded to hour requests within 10 minutes, provided updates every two hours, and prioritized partners outside the strike zone; the Arise Platform supported the closure of two internal facilities for 72 hours and handled 100% of the volume. Resulting performance: Service Partners flexed an average of 137% across three lines of business, handled an additional 11,000 calls year-over-year, and answered 98.72% of offered calls.