Case Study: Premier Canadian HVAC and Plumbing Company improves seasonal customer support and retention with Arise Virtual Solutions

Premier Canadian HVAC and Plumbing Company

Premier Canadian HVAC and Plumbing Company partnered with Arise Virtual Solutions to address seasonal spikes in demand across spring and fall, as well as call surges caused by weather events. The company also needed support for a diverse customer base across four Canadian provinces, plus better customer experience and stronger cross-sell opportunities for services like heating, cooling, and water heater support.

Arise Virtual Solutions delivered a flexible virtual service provider model through the Arise platform, giving the customer access to agents with upsell and cross-sell capabilities and home warranty experience. The solution supported service call handling, sales of maintenance plans, and retention calls for protection plans and water heater leases, while scaling with demand. Results included “0% against sales per call target,” “0% seasonal flex,” and exceeded save rates, with the customer noting the agents sounded highly experienced even after only two weeks on the phones.