Arvig is an independent US broadband provider specializing in internet, TV, voice, security and wireless services. It also operates a construction and installation arm that deals with underground cabling and utility supplies.
To differentiate itself in a competitive industry, the Minnesota-based company wanted to deliver exceptional CX. A major focal point was the Arvig service helpdesk and tech team, which conducts product troubleshooting and repairs, managing up to 40,000 inbound and 20,000 outbound calls a month.
Arvig was looking for a solution that could help it improve CX across the entire business — not just single channels or business units. After researching its options, Arvig decided to deploy Pointillist by Genesys.
“What stood out about the Genesys solution was the ease in which you could take visualization to actionable insights,” said Elena Weller, Customer Experience Director at Arvig. “We wanted something that was quick, and that was Genesys for us. And we were also able to lean heavily on the technical expertise of Genesys Professional Services to make sure everything was transferred accurately.”
Making data-driven decisions
Arvig wanted to find a smarter way to use its customer interaction data to prioritize where to best focus its resources and effort.
“It’s easy to hear the loudest complainant in the room, but we wanted to make informed data-driven decisions rather than blindly running down rabbit holes,” said Weller.
Pointillist enabled Arvig to create a single customer view across all its channels and sources, including its website, email, contact center and CRM system. This gave Arvig visibility into what its customers were really doing and the actual paths that customers take across different channels — not just how they designed the channels to function. Arvig has been able to see how customer behavior impacts its key performance indicators like revenue, lifetime value and churn.