Case Study: a leading digital roadside assistance company achieves cost-effective 24/7 support with Arise Virtual Solutions

Leading Digital Roadside Assistance Company - Customer Case Study

Arise Virtual Solutions worked with a leading digital roadside assistance company that was facing winter 2023 cutbacks and budget constraints. The customer wanted to avoid ending its existing Arise contract or shifting volume to a lower-priority provider in Colombia, and instead needed a more cost-effective alternative to its current onshore support while maintaining service quality for more than 200,000 drivers across America.

Arise Virtual Solutions responded by coordinating internal teams, tapping its network of 2,000+ GigCX service partners in Jamaica, and sourcing 73 FTE. Using the Starmatic™ Scheduling System, it certified agents for two lines of business and scheduled them in 30-minute increments, with 15- and 17-day training programs that included Best Start. The result was flexible 24/7 support with strong quality, including 0 monthly attrition reduction and 0% average quality rating MoM, while the customer praised the agents for sounding as experienced as long-tenured staff.