Case Study: Polaris achieves consistent, higher-quality multi-channel dealer support with Calabrio Workforce & Quality Management

Polaris Improves Customer Experience with Calabrio ONE

Polaris, the Medina, Minn.–based global leader in powersports serving more than 100 countries and roughly 1,800 dealers, faced a fragmented support model across six contact center sites and remote teams. Without a centralized view, leaders couldn’t measure or monitor multi-channel dealer interactions—phone, email and web—making it hard to enforce consistent procedures and quickly resolve issues when dealers shifted channels.

Polaris implemented Calabrio ONE’s integrated Workforce Management and Quality Management to capture and evaluate multi-channel interactions and to support the “Ask Polaris” self‑service case creation. The solution delivered standardized evaluation metrics, clearer expectations, simplified coaching and easier monitoring of service-level changes, resulting in higher-quality evaluations, improved agent self-management and more consistent service across channels.

Polaris

Lauren Christiansen

Dealer Support & Consumer Service Manager