Case Study: Arbella Insurance achieves unified customer experience with Talkdesk

Arbella Insurance improves service levels in the first week with Talkdesk

Arbella Insurance, a property and casualty insurance provider, sought to unify its customer engagement channels and eliminate service inconsistencies. The company partnered with Talkdesk to implement a comprehensive solution, including the Talkdesk Financial Services Experience Cloud for Insurance, to create a more cohesive and modern customer experience foundation.

By deploying Talkdesk Customer Experience Automation and its AI-powered tools like Talkdesk Autopilot and Copilot, Arbella executed a coordinated "Big Bang" rollout that replaced its UCaaS, CCaaS, and CRM systems. The solution delivered by Talkdesk led to a smoother customer experience with shorter wait times and empowered employees with more intuitive tools. This resulted in a 20% improvement in service levels, a 96% reduction in average handle time, and an increase in customer satisfaction scores.

Arbella Insurance