Case Study: Arvig achieves actionable customer journey insights with Genesys

Arvig - Customer Case Study

Arvig, an independent U.S. broadband provider, wanted to improve customer experience across the entire business, not just individual channels. With a high-volume service helpdesk and tech team handling up to 40,000 inbound and 20,000 outbound calls a month, Arvig needed a better way to turn customer interaction data into smarter, data-driven decisions. The company chose Pointillist by Genesys to help unify its CX view and prioritize where to focus resources.

Genesys implemented Pointillist to create a single customer view across website, email, contact center, CRM and other sources, with support from Genesys Professional Services. This gave Arvig visibility into real customer journeys, helping it identify friction points, understand channel-switching behavior and connect journeys to KPIs like revenue, lifetime value and churn. The results included $230,000 in contact center cost savings, a 12-day reduction in construction lead times, data aggregated across 11 systems and 30 event sources, a customer experience steering committee, and faster, more actionable ROI reporting.

Arvig

Elena Weller

Customer Experience Director