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Arbella Modernizes Its Contact Center and Saves $1.7 million
Superior customer service is in the DNA of Arbella, a billion-dollar provider of property and casualty insurance. Coming out of the pandemic, the firm started to see cracks in its contact center performance, negatively impacting customer experience. Arbella partnered with ICMI to address the challenges, starting with a comprehensive assessment of contact center operations, which led to a phased roadmap of new processes and technology adoption. While the journey continues, over three years Arbella has experienced a 20% improvement in customer service levels, adopted new CCaaS and UCaaS systems and achieved a significant reduction in annual costs.
