Revolutionizing Arbonne’s Contact Center in 90 Days Leads to 25% Increase in Cost Savings
In the bustling world of customer care, where demands are ever-changing and expectations continuously evolving, the story of Arbonne stands out as a testament to the power of collaboration, innovation, and a culture-driven approach. At the helm of this transformative journey is Rolando Salinas, the Senior Director of Customer Care at Arbonne, whose vision and leadership have propelled the company towards a brighter future.
About Arbonne:
Arbonne, a trailblazer in the health and beauty industry, has been at the forefront of clean, safe, and beneficial products for over 45 years. Founded by Peter Mork, the company has expanded globally, serving clientele across the UK, Poland, Australia, New Zealand, the US, and Canada.
Despite its illustrious history, Arbonne faced a critical juncture in its technological evolution. With outdated systems in place for nearly seven years, the company recognized the need for a paradigm shift to stay competitive in a rapidly evolving landscape. Salinas explains, “We had been in the same technological model for almost seven years...I was looking at how do we change to a platform that gives us a future from an AI perspective.” In need of a resolution that could be implemented in 90-days, Arbonne set out to find the best platform and partner for rapid transformation.
NeuraFlash Revolutionizes Arbonne Business Dynamics with Amazon Connect:
Amazon Connect and NeuraFlash emerged as beacons of hope. After multiple demonstrations, Salinas was convinced of Amazon Connect’s potential to address Arbonne’s challenges effectively. In NeuraFlash, Salinas found more than just technical expertise; he found a cultural fit.
“What really got me was the culture that I saw,” he explains. “...Who's going to be collaborative, who's going to be a partner? For me, that's when NeuraFlash stood head and shoulders above everyone else.”
Enabling a seamless and comprehensive view of customer profiles and information, Amazon Connect revolutionized Arbonne’s agent workspace. Gone are the days of toggling between multiple applications; Amazon Connect's Agent Workspace consolidates everything Arbonne agents need into one unified interface. This not only enhances efficiency but also ensures a consistent and personalized customer experience across voice and digital channels.
Agent Workspace: Simplifying Customer Interactions
At the heart of Arbonne's enhanced customer service lies Amazon Connect Agent Workspace. This sophisticated workspace empowers agents with intuitive tools, including Amazon Connect Step-By-Step Guides, to resolve customer issues efficiently. By eliminating the need for manual navigation across disparate systems, agents can focus their energy on delivering exceptional service, ultimately driving customer satisfaction.
Case Management: Unified Approach to Customer Interactions
Amazon Connect Cases provided native case management capabilities that further solidified Arbonne's migration success. By transitioning away from legacy systems, Arbonne seamlessly integrated case handling directly within the agent workspace. This unified approach ensures that every interaction is tracked and managed efficiently, fostering stronger customer relationships.
Email Solution: Expanding Contact Center Capabilities
Introducing an integrated email solution within Amazon Connect marked a significant milestone for Arbonne. Now, agents can handle email inquiries directly within the familiar agent workspace, reducing reliance on external platforms like Oracle Service Cloud. This integration not only streamlines operations but also enhances responsiveness, ensuring no customer query goes unanswered.
Workforce Management and QA Integration: Driving Performance Excellence
Arbonne's commitment to performance excellence extends beyond customer interactions to workforce management and quality assurance. Leveraging the Amazon Connect Workforce Optimization suite of services, Arbonne seamlessly integrated tools for Agent Performance Evaluations, Contact Lens analysis, and Forecasting, Capacity Planning, and Scheduling. These native tools empower Arbonne to optimize resource allocation, improve agent performance, and ultimately elevate the overall customer experience.
Celebrating Success:
The successful 90-day implementation of the new platform streamlined operations leading to a 25% increase in cost savings. It also garnered praise from Arbonne’s employees. Salinas recalls, “I didn’t hear one bad word, in fact, unprovoked, the team responded with ‘This is great, this is easy to use.’” Additionally, the project’s success piqued the interest of Arbonne’s parent company, sparking discussions about replicating the model across other brands within the organization.
Looking Ahead:
As Arbonne continues its journey, Salinas emphasizes the importance of culture and detailed requirements in driving successful transformations. With plans to stabilize operations on the new platform and expand its capabilities, Arbonne stands poised to lead the industry into a new era of customer-centric excellence.
Conclusion:
The partnership between Arbonne, AWS, and NeuraFlash exemplifies the power of collaboration, innovation, and a culture-driven approach in overcoming challenges and driving impactful change in the customer care landscape. As Arbonne continues its journey, it stands as a shining example of what can be achieved when vision, dedication, and partnership converge to drive meaningful transformation.
