Arrow XL Selects NICE CXone Leveraging the Platform’s Complete Digital Portfolio and AI-Powered CX
NICE announced that Arrow XL, the UK's largest two-person home delivery specialist, has chosen NICE CXone for its digital transformation. Arrow XL selected NICE after an intensive RFP process, seeking to unify communications and scale operations for thousands of weekly deliveries. The move to CXone has already yielded efficiency improvements and cost savings within months of deployment.
Arrow XL is implementing Enlighten AutoSummary to reduce manual notetaking during after-call work. The cloud-based CX services will position the company to stay ahead with cutting-edge technologies. Rachel Hopkins, CIO of Arrow XL, stated that the digital transformation has achieved significant savings, which can be reinvested in future improvements.
NICE ha annunciato che Arrow XL, il maggiore specialista della consegna a domicilio nel Regno Unito con due persone, ha scelto NICE CXone per la sua trasformazione digitale. Arrow XL ha selezionato NICE dopo un intenso processo di RFP, cercando di unificare le comunicazioni e ampliare le operazioni per migliaia di consegne settimanali. Il passaggio a CXone ha già prodotto miglioramenti in termini di efficienza e risparmi sui costi entro pochi mesi dal lancio.
Arrow XL sta implementando Enlighten AutoSummary per ridurre la presa di appunti manuale durante il lavoro post-chiamata. I servizi CX basati sul cloud posizioneranno l'azienda per rimanere all'avanguardia con tecnologie all'avanguardia. Rachel Hopkins, CIO di Arrow XL, ha dichiarato che la trasformazione digitale ha portato a risparmi significativi, che possono essere reinvestiti in futuri miglioramenti.
NICE anunció que Arrow XL, el mayor especialista en entrega a domicilio en el Reino Unido con dos personas, ha elegido NICE CXone para su transformación digital. Arrow XL seleccionó a NICE después de un intensivo proceso de RFP, buscando unificar las comunicaciones y escalar operaciones para miles de entregas semanales. El movimiento hacia CXone ya ha generado mejoras en eficiencia y ahorros de costos en pocos meses desde su implementación.
Arrow XL está implementando Enlighten AutoSummary para reducir la toma de notas manual durante el trabajo posterior a la llamada. Los servicios de CX basados en la nube posicionarán a la empresa para mantenerse a la vanguardia con tecnologías de punta. Rachel Hopkins, CIO de Arrow XL, declaró que la transformación digital ha logrado ahorros significativos, que pueden ser reinvertidos en futuras mejoras.
NICE는 영국의 주요 2인 홈 배송 전문 기업인 Arrow XL이 디지털 혁명을 위해 NICE CXone을 선택했다고 발표했습니다. Arrow XL은 통신을 통합하고 주간 수천 건의 배달을 위한 운영을 확장하기 위해 집중적인 RFP 프로세스를 거쳐 NICE를 선정했습니다. CXone으로의 전환은 배포 불과 몇 달 만에 효율성 개선 및 비용 절감을 이미 얻었다고 합니다.
Arrow XL은 통화 후 작업 중 수기 메모 작성을 줄이기 위해 Enlighten AutoSummary를 구현하고 있습니다. 클라우드 기반의 CX 서비스는 회사를 최첨단 기술을 통해 우위를 점할 수 있도록 할 것입니다. Arrow XL의 CIO인 Rachel Hopkins는 디지털 변혁이 상당한 절감을 달성하여 향후 개선에 재투자할 수 있다고 밝혔습니다.
NICE a annoncé que Arrow XL, le plus grand spécialiste de la livraison à domicile à deux personnes au Royaume-Uni, a choisi NICE CXone pour sa transformation numérique. Arrow XL a sélectionné NICE après un processus d'appel d'offres intensif, cherchant à unifier les communications et à augmenter les opérations pour des milliers de livraisons hebdomadaires. Le passage à CXone a déjà permis d'obtenir des améliorations d'efficacité et des économies de coûts en quelques mois depuis son déploiement.
Arrow XL met en œuvre Enlighten AutoSummary pour réduire la prise de notes manuelle lors du travail après appel. Les services CX basés sur le cloud positionneront l'entreprise pour rester à la pointe des technologies de pointe. Rachel Hopkins, CIO d'Arrow XL, a déclaré que la transformation numérique a permis d'atteindre des économies significatives, qui peuvent être réinvesties dans de futures améliorations.
NICE hat angekündigt, dass Arrow XL, der größte Anbieter für die Zustellung von Paketen durch zwei Personen im Vereinigten Königreich, sich für NICE CXone für seine digitale Transformation entschieden hat. Arrow XL wählte NICE nach einem intensiven RFP-Prozess aus, um die Kommunikation zu vereinheitlichen und die Abläufe für Tausende von wöchentlichen Lieferungen zu skalieren. Der Umstieg auf CXone hat bereits innerhalb weniger Monate Effizienzverbesserungen und Kosteneinsparungen gebracht.
Arrow XL implementiert Enlighten AutoSummary, um manuelle Notizen während der Nachbearbeitung zu reduzieren. Die cloudbasierten CX-Dienste werden das Unternehmen in die Lage versetzen, mit modernster Technologie an der Spitze zu bleiben. Rachel Hopkins, CIO von Arrow XL, erklärte, dass die digitale Transformation erhebliche Einsparungen erzielt hat, die in zukünftige Verbesserungen reinvestiert werden können.
- Arrow XL selected NICE CXone for digital transformation, indicating trust in NICE's technology
- Immediate efficiency improvements and cost savings achieved within months of CXone deployment
- Implementation of Enlighten AutoSummary to reduce manual work for agents
- Significant savings achieved, allowing for reinvestment in future improvements
- Move to cloud-based CX services positions Arrow XL to stay ahead with latest technologies
- None.
Insights
Arrow XL's adoption of NICE CXone marks a significant step in their digital transformation journey. The platform's AI-powered CX technologies and centralized communication system are set to streamline operations for their high-volume delivery service. Key benefits include:
- Improved efficiency through automation of repetitive tasks
- Cost savings realized within months of deployment
- Enhanced scalability to support growth
- Potential for true omnichannel customer interactions
The implementation of Enlighten AutoSummary for reducing manual note-taking is particularly noteworthy, as it directly addresses a common pain point in customer service. This move towards cloud-based CX services positions Arrow XL to leverage cutting-edge technologies, potentially giving them a competitive edge in the delivery market.
The selection of NICE CXone by Arrow XL presents a positive financial outlook. Key financial implications include:
- Immediate cost savings reported within months of deployment
- Efficiency improvements leading to better resource allocation
- Potential for increased customer satisfaction, possibly leading to higher retention and revenue
- Investment in future-proof technology, reducing the need for frequent system overhauls
While specific financial figures aren't provided, the reported quick return on investment is promising. The ability to reinvest savings into future improvements suggests a sustainable growth model. However, investors should monitor long-term cost-benefit analysis and customer satisfaction metrics to fully assess the impact on Arrow XL's financial performance.
Arrow XL's choice of NICE CXone reflects broader market trends in the logistics and customer service sectors:
- Growing demand for AI-powered CX solutions in high-volume service industries
- Shift towards omnichannel communication platforms
- Increasing focus on automation to improve efficiency and reduce costs
- Rising importance of cloud-based services for scalability and access to latest technologies
The move aligns Arrow XL with market leaders embracing digital transformation. The emphasis on automation and AI-driven solutions is particularly relevant in the competitive delivery sector. This strategic shift could potentially improve Arrow XL's market position, especially if it translates to enhanced customer experiences and operational efficiencies that outpace competitors.
The delivery specialist has seen a boost in efficiency and found immediate cost savings from deploying NICE CXone
Seeking an analyst top-rated vendor, Arrow XL selected NICE after an intensive RFP process. With thousands of incoming calls per week, it was essential to find a solution that enabled a truly omnichannel approach and would open the door to increased automation. By using CXone to automate manual and repetitive tasks, the company is already seeing a return-on-investment, only a few months after deploying NICE’s CX AI technology with efficiency improvements and cost savings. Currently implementing Enlighten AutoSummary to reduce manual notetaking during after-call work completed by agents, adopting cloud-based CX services will position Arrow XL to stay ahead of the market with the latest cutting-edge technologies.
“Following an intensive process, we have chosen SugarCRM and NICE to embark on our digital transformation,” said Rachel Hopkins, Chief Information Officer, Arrow XL. “Both companies were extremely responsive throughout the process and met all our requirements. In addressing all our objectives and by improving the customer experience, we have achieved significant savings, which we can invest in future improvements. Our CRM and communications are simpler, more agile, and more convenient.”
Darren Rushworth, President, NICE International, said, “CXone is a complete CX AI platform and the only one that delivers results at scale that will enable Arrow XL to be at the forefront of providing exceptional experience. NICE’s industry-leading technology enables companies to make quick improvements in cost savings and efficiency. NICE is thrilled to assist Arrow XL’s journey towards automation and a true omnichannel approach.”
About Arrow XL
With over 40 years of experience, we have completed millions of deliveries on behalf of some of the
About NICE
With NICE (Nasdaq: NICE), it’s never been easier for organizations of all sizes around the globe to create extraordinary customer experiences while meeting key business metrics. Featuring the world’s #1 cloud native customer experience platform, CXone, NICE is a worldwide leader in AI-powered self-service and agent-assisted CX software for the contact center – and beyond. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, partner with NICE to transform - and elevate - every customer interaction. www.nice.com
Trademark Note: NICE and the NICE logo are trademarks or registered trademarks of NICE Ltd. All other marks are trademarks of their respective owners. For a full list of NICE’s marks, please see: www.nice.com/nice-trademarks.
Forward-Looking Statements
This press release contains forward-looking statements as that term is defined in the Private Securities Litigation Reform Act of 1995. Such forward-looking statements, including the statements by Mr. Rushworth, are based on the current beliefs, expectations and assumptions of the management of NICE Ltd. (the “Company”). In some cases, such forward-looking statements can be identified by terms such as “believe,” “expect,” “seek,” “may,” “will,” “intend,” “should,” “project,” “anticipate,” “plan,” “estimate,” or similar words. Forward-looking statements are subject to a number of risks and uncertainties that could cause the actual results or performance of the Company to differ materially from those described herein, including but not limited to the impact of changes in economic and business conditions; competition; successful execution of the Company’s growth strategy; success and growth of the Company’s cloud Software-as-a-Service business; changes in technology and market requirements; decline in demand for the Company's products; inability to timely develop and introduce new technologies, products and applications; difficulties in making additional acquisitions or difficulties or delays in absorbing and integrating acquired operations, products, technologies and personnel; loss of market share; an inability to maintain certain marketing and distribution arrangements; the Company’s dependency on third-party cloud computing platform providers, hosting facilities and service partners; cyber security attacks or other security breaches against the Company; privacy concerns; changes in currency exchange rates and interest rates, the effects of additional tax liabilities resulting from our global operations, the effect of unexpected events or geo-political conditions, such as the impact of conflicts in the
View source version on businesswire.com: https://www.businesswire.com/news/home/20240912790795/en/
Corporate Media
Christopher Irwin-Dudek, +1 201 561 4442, media@nice.com, ET
Investors
Marty Cohen, +1 551 256 5354, ir@nice.com, ET
Omri Arens, +972 3 763 0127, ir@nice.com, CET
Source: NICE
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