Case Study: Arbella Insurance achieves 20% improvement in service levels and faster handling times with Talkdesk

Arbella Insurance builds lasting relationships through a unified customer experience

Arbella Insurance, a nearly $1 billion regional insurer serving New England, faced a fragmented contact center built from incompatible voice, chat, email and messaging systems. Aging technology, paper-based procedures and siloed data forced agents to hunt for information, slowed service delivery and raised costs, hindering consistency and growth.

To modernize quickly, Arbella deployed Talkdesk Financial Services Experience Cloud and integrated CRM and Office 365 across more than 1,000 users and agency partners, adding Knowledge Management, Autopilot and QM Assist. The unified platform launched in ten months, boosting service levels 20%, cutting average handle time by 15–45 seconds, raising customer satisfaction by 3%, and creating a scalable, AI-ready foundation to further reduce call volumes and improve self-service.

Arbella Insurance

Karin Martin

Assistant Vice President of Operations