Case Study: Major Utility Company improves customer service and reduces costs with Arise Virtual Solutions

Transforming Utility Customer Service Enhancing CX and Reducing Costs with Arise’s Intra-Day Flex Capabilities

Major Utility Company partnered with Arise Virtual Solutions to improve customer service during severe weather events, when the company was seeing high call drop rates, low customer satisfaction, and difficulty meeting ambitious abandon-rate goals. The utility also needed to reduce its total cost of delivery while handling large swings in demand and forecast variance.

Arise Virtual Solutions addressed these challenges with contextually aware Service Partners, rapid virtual training, and its Starmatic® technology to schedule resources in 30-minute increments and improve intra-day flexibility. The result was stronger CX and better operational performance, including CSAT at or above goal for 5 years, an abandon rate that beat goal by 2.7%, and the ability to manage forecast variance from -20% to +60% while reducing TCO.