Challenge
In winter 2023, the world’s leading digital roadside assistance platform, was challenged by recent cut-backs and budget constraints. Not wanting to end its existing contract with Arise and the high-quality support being delivered to its 200,000+ drivers across America or move its contact volume to a next best provider in Columbia, the client enlisted Arise’s creative solutioning to uncover a more cost-effective alternative to the current onshore offering.
Solution
Engaged inter-departmental resources to discuss game plan and ensure no gaps. Leveraged network of more than 2,000 GigCX service partners in Jamaica to source 73 FTE. Delivered certification for two lines of business, one being 15 days in length, the other 17 days in length with Best Start included. Scheduled agents in 30-minute increments using the Starmatic™ Scheduling System, providing extreme flexibility as needed. Provided robust, 24/7 support services to ensure the highest level of quality.