Case Study: ArrowXL achieves 10% labor cost savings and +2 contacts per agent per hour with NICE Systems' CXone

ArrowXL Finds the Perfect Delivery Window For CXone

ArrowXL, the UK’s largest two-person home delivery and warehousing specialist, needed to replace aging, siloed contact center and CRM systems that couldn’t scale with post‑pandemic growth. With 105 agents handling millions of deliveries and thousands of client contacts, the company sought to simplify IT, improve data quality and omnichannel customer service, and move from on‑premises infrastructure to a cloud platform.

ArrowXL chose NICE CXone to unify CRM and contact‑center workflows, deploy cloud delivery, introduce omnichannel agents, automation and a customer self‑service bot, and drive adoption through training and internal champions. The rollout delivered fast payback: 10% labor cost savings, an average of two extra contacts handled per agent per hour, £150K saved by retiring a third‑party digital provider, improved first‑contact resolution, centralized licensing and clearer performance visibility via enhanced reporting.

ArrowXL

Paul Hulmes

Project Manager