Find Work
Let’s Talk

When winter weather strikes, nationwide roadside assistance program harnesses the power of flex

back to all case studies
capacity flex on The Arise® Platform
0 %
service hours above forecast delivered
0 +
NPS goal delivered
0 %

Case Study Background:

There are more than 228 million drivers and 276 million vehicles traveling U.S. roads. With so many opportunities for disaster and mechanical failure, a nationwide emergency roadside assistance program must have live agents available to assist their customers in stressful and sometimes harrowing situations.

Use case #1

Unpredictable winter weather no match for the intradayflex capacity delivered by The Arise® Platform

Result

Every second counts in stranded motorist situations, and through this support,
 Service Partners achieved 108% of AHT goal, coming in 39 seconds under target.

Additionally, they reduced Not on Call (NOC) time by 43 seconds, 
achieving 158% of goal. Through these improvements, NPS improved by 
2 points quarter-over-quarter, achieving 101% of goal.

Use case #2

Unpredictable winter weather no match for the intraday flex capacity delivered by the Arise® Platform

Result

Every second counts in stranded motorist situations, and through this support,
 Service Partners achieved 108% of AHT goal, coming in 39 seconds under target.

Additionally, they reduced Not on Call (NOC) time by 43 seconds, 
achieving 158% of goal. Through these improvements, NPS improved by 
2 points quarter-over-quarter, achieving 101% of goal.

Let’s talk!

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

Learn More
female_smiling_Innovative_Customer_Care_Solutions