Case Study: Global Coffee Company achieves uninterrupted customer care during outages with Arise Virtual Solutions

Coffee retailer’s no good, very bad tech day saved by the Arise® Platform

The UK division of a global coffee company faced a severe challenge when a series of technical outages, including a full-day internet failure at another vendor's site and a 90-minute website crash, left its high-end e-commerce customers with no way to get service. With its primary customer care channels down during peak volume, the company turned to the Arise® Platform to prevent a crisis.

Arise Virtual Solutions utilized its fully dispersed network of Gig-CX resources, which has no single point of failure, to immediately scale up and handle the massive surge in contacts. As a result, the Arise Platform managed nearly 100% of the client's volume that day, flexing to 120% of forecasted call volume and 200% of forecasted chat volume. This performance secured Arise the entirety of the client's UK live chat business, making it the center for all direct-to-consumer interactions.