Case Study: Consumer Packaged Goods achieves 100% peak capacity increase, stronger sales and sustainability gains with Arise Virtual Solutions

Consumer Packaged Goods - Customer Case Study

Consumer Packaged Goods, a market-leading brand, faced the limitations of a traditional brick-and-mortar contact center: a constrained local talent pool, inflexible capacity planning for seasonal spikes, outsourced support that didn’t deliver true brand advocacy, and a need to preserve a strong people culture and corporate social responsibility. To address these challenges they engaged Arise Virtual Solutions and its Arise Platform.

Arise Virtual Solutions deployed a distributed Service Partner network, the Starmatic™ Scheduling System and Limitless Learning virtual training to deliver inbound/outbound/email contact management, workforce planning and 24/7 coverage. Mid-contract results include 18/19 programme growth of +43% YoY, 100% increased capacity for the 2018 Christmas peak, annual savings of 107 tons CO2 and removal of 235,000 commuter miles per 50 FTE, monthly Machine Sales exceeding targets by 164% on average, +6% Average Basket Value, +14% Quality Audit benchmarks, +26% Commercial Return, estate-leading mystery contact results and month-on-month complaint reductions.