Case Study: Nationwide Emergency Roadside Company improves service performance with Arise Virtual Solutions

When winter weather strikes, nationwide roadside assistance program harnesses the power of flex

A nationwide emergency roadside company faced challenges handling unpredictable spikes in call volume, particularly during severe winter weather events that far exceeded its forecasts. With stranded motorists requiring immediate assistance, the company turned to Arise Virtual Solutions and The Arise® Platform to access flexible, on-demand customer service capacity.

Arise Virtual Solutions utilized its platform to provide scalable, intraday flex capacity, leveraging a large network of service partners to handle the surge in calls. The solution also included comprehensive learning and performance coaching to ensure high-quality care. This resulted in Service Partners exceeding their average handle time goal by 108%, reducing not on call time by 43 seconds, and improving the Net Promoter Score by two points quarter-over-quarter.