Case Study: a leading consumer packaged goods company restores customer satisfaction with Arise Virtual Solutions

Resolving Delivery Delays and Restoring Customer Satisfaction for a Leading CPG Company

Arise Virtual Solutions worked with a leading consumer packaged goods (CPG) company that faced unexpected parcel delivery issues after moving to new distribution centers. The disruption created a large backlog of support tickets and made it difficult to maintain timely responses, putting customer satisfaction at risk.

Arise Virtual Solutions assessed and prioritized the ticket backlog, then used its virtual learning program to certify Service Partners to handle the increased volume. With targeted upskilling and the Arise® Platform’s quality and performance management tools, the team cleared more than 18,000 tickets, delivered 166% of forecasted closures, exceeded the closure goal by 17%, and restored normal response times and customer satisfaction.