Let’s Talk

Major Cruise Client Fuels Post-Pandemic Revival with the Arise® Platform

Back to all case studies

Case Study Background:

No industry was impacted more by the COVID-19 pandemic than travel and entertainment, especially cruise lines. In 2019, cruises generated $154.5 billion globally. That shriveled to $63.4 billion in 2020. But, cruises are bouncing back, with 2022 passenger levels predicted to be at 101% of 2019 capacity.

Use case #1

Unpredictable winter weather no match for the intradayflex capacity delivered by The Arise® Platform

Challenge

In 2022, the cruise industry saw bookings return to pre-Pandemic levels. However, during Covid-19 nearly 600,000 cruise-affiliated jobs were lost, creating a still-present gap in customer service representatives across cruise lines of all sizes. As the industry came roaring back to life, one major cruise client was overwhelmed with a need for skilled Service Partners to meet the huge, pent-up demand for cruise bookings.

Solution

The Arise® Platform uses the power of Gig-CX to connect brands with a network of 70K highly capable Service Partners who can provide high-quality care while improving productivity and efficiency. The Service Partners on The Arise® Platform are, on average, more mature, highly educated, and display a brand affinity because they choose the organization they want to support.

The Arise® Platform is an industry leader in virtual-first education and CX learning journeys. To meet the demands of such an accelerated and tailored learning journey, Arise implemented the “Earn While You Learn” program. This virtual learning program creates a path for Service Partners to take certain types of contacts in half the time as the previous certification courses. These contacts coincide with the learned curriculum to create a real-world experience at the same time as certification, ensuring agents have the support they need to deliver quality care to customers.

Results

The Arise® Platform delivered 100% of the FTE need for this cruise client from Q1-Q3 2022. The “Earn While You Learn” program improved agent certification rates by 100%. The learning and development improvements made by Arise also generated a reduction in call transfers from 17.9% down to 4.5% improving First-Call Resolution to 95%.

Use case #2

Unpredictable winter weather no match for the intradayflex capacity delivered by The Arise® Platform

Challenge

This major cruise client was at the mercy of wildly changing pandemic health and safety guidelines and the need to throttle up discounts to hit revenue projections. With demand up 45% compared to 2021, this major cruise client needed CX assistance quickly to meet the demand.

Solution

This major cruise client turned to The Arise® Platform and the power of flex capacity to ensure customers who have waited for more than two years to venture abroad the seven seas could book their cruises quickly. The Arise® Platform uses the power of Gig-CX to connect brands with a network of 70K highly capable Service Partners who provide the high-quality care necessary to create world-class customer experiences. Because the network of Service Partners using The Arise® Platform is so vast, Arise is able to flex up to 600% seasonally and up to 200% intraday to give CX organizations the capacity they need on-demand to deliver excellent experiences for their customers without exception.

Results

With less than 24 hours’ notice, The Arise® Platform added 700 additional hours to meet last-minute sales queue demands, ensuring that customers’ bookings were made successfully. This is just one of many ways The Arise® Platform’s adaptability to flex up to meet Brand’s goals continues to generate value.

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

Let's Talk