Contact Center, Case Study
Modernizing the Contact Center: How Arbella Improved Service by 20% and Saved $1.7M with ICMI
Arbella Insurance, a billion-dollar New England provider of property and casualty insurance, knew it needed to modernize its contact center to meet rising customer expectations. Working with ICMI, Arbella launched a multi-year, phased transformation focused on workforce optimization, technology consolidation, and AI adoption. The result: a 20% improvement in customer service levels and $1.7 million in cost savings over three years.
In this exclusive case study, you will learn:
How Arbella used ICMI’s Customer Experience Health Check to build a strategic transformation roadmap
What steps they took to improve workforce management, reduce agent turnover, and enhance service delivery
How consolidating CCaaS, UCaaS, and productivity platforms saved time, money, and procurement overhead
Where AI and omni-channel technology fit into their future-state customer experience strategy
Why Arbella is now building a next-generation Customer Experience Center to lead in service innovation
Download now to discover how your organization can take a structured, results-driven approach to contact center modernization, regardless of your industry.
Offered Free by: ICMI
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