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"ICMI Arbella Case Study"

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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