Arbonne Unlocks Valuable Insights and 25% Cost Savings with Amazon Connect and NeuraFlash

Founded in 1980, Arbonne has built a strong reputation for its commitment to sustainability, innovation, and empowering individuals to achieve their goals through its network marketing model. The company believes in fostering one-on-one relationships between its independent consultants and their customers, ensuring each individual receives the support and guidance they need to make informed decisions about their health and beauty choices.

Independent consultants and customers alike know to expect a high level of personalized service when they contact the customer care team. They may contact Arbonne with any number of questions, from concerns about commission checks to guidance on product usage. As such, Arbonne has always recognized the importance of having the right technology in place to support its customer care team. Over the years, the company has invested in various services and systems to manage its contact center operations, including separate services for CRM, telephony, workforce management (WFM), and workforce optimization (WFO).

As the company continued to evolve, Arbonne recognized the potential to take customer service to the next level by adopting a more modern, unified workspace. The goal was to find ways to streamline processes, improve efficiency, and provide agents with the tools they needed to deliver even better customer experiences.

Arbonne explored various options to refresh its contact center before discovering Amazon Connect and its potential to transform contact center operations. “I was in disbelief that a single solution could do it all,” said Rolando Salinas, Senior Director of Global Customer Care at Arbonne. “After the third call with AWS, I was convinced Amazon Connect could deliver what we needed. It provided a framework and architecture that would not only support us now but also give us a foundation to build on for the future.”

Arbonne partnered with AWS Partner NeuraFlash to implement Amazon Connect. This involved replacing four different services with a single, unified solution and fully customizing it to fit specific Arbonne business requirements and workflows. Driven by the termination dates of existing vendor contracts, Arbonne needed NeuraFlash to deliver a solution within 90 days—and NeuraFlash delivered on this aggressive timeline. Several key factors contributed to the success of the implementation. Both Arbonne and NeuraFlash were willing to think outside the box and fully embrace the customization and unique capabilities of Amazon Connect. Arbonne approached the project as a business initiative rather than solely a technology project. The teams remained focused on desired outcomes and were willing to adapt processes to align with the new solution. And, most importantly, the strong collaboration between NeuraFlash, AWS, and Arbonne fostered trust, transparency, and a shared commitment to success. “The NeuraFlash team’s ability to collaborate, communicate openly, and understand our unique business model was truly inspiring,” said Salinas. “Their dedication to our shared success, and their willingness to go above and beyond, made all the difference.”

By using Amazon Connect and AWS capabilities, Arbonne created a more intelligent, efficient, and scalable contact center solution. The unified workspace provides agents with a single pane of glass view, streamlined workflows, and access to advanced analytics and automation. Amazon Connect is now a centralized place for agents to communicate with customers and consultants via Omnichannel Customer Experience. Amazon Connect Tasks automates and prioritizes agent tasks, while Amazon Connect Cases helps them track and resolve customer issues that require multiple interactions. It’s easy to deliver personalized service with unified Amazon Connect Customer Profiles and the Amazon Connect Agent Workspace. Amazon Connect Forecasting, Capacity Planning, and Scheduling offers capabilities, powered by machine learning (ML), to make sure the right people are available at the right time.

NeuraFlash enabled AI capabilities such as Amazon Connect Contact Lens. This uses generative AI for post-call summaries, agent performance reviews, customer sentiment analysis, and data analytics. Together, AI and machine learning features provide the insights needed to continuously improve for better business outcomes. Additionally, the open architecture and extensive portfolio of AWS services provide a foundation for Arbonne to introduce new capabilities and integrations over time, ensuring the contact center can evolve and adapt to changing business needs.

Amazon Connect offers consumption-based pricing and eliminates separate licensing fees. This has resulted in a 25 percent reduction in contact center costs. The most impactful change, however, has been an improved agent experience. The user interface provides a unified view of customer information, so agents can focus on service rather than navigating complex systems. Agents have even provided unsolicited positive feedback on the new experience. Customers have also experienced a seamless transition. For example, with its new interactive voice response (IVR) system, powered by AI, Arbonne can introduce or change IVR options without re-recording—or disrupting the customer journey.

Many of the features came as a pleasant surprise for the Arbonne team. For example, most forecasting tools require years of clean data to work properly, but Amazon Connect was able to deliver accurate forecasting with a limited 12-month dataset. Additionally, Amazon Connect Contact Lens uses generative AI to provide valuable insights into customer interactions and agent performance through sentiment analysis and data analytics. “I can dissect the data in so many different ways to measure the quality of conversations,” said Salinas. “Having deeper insights through Contact Lens has allowed us to provide more precise coaching focused on delivering positive brand messaging and delightful experiences.”

Looking ahead, Arbonne plans to enable AI and machine learning services like Amazon Lex for conversational AI and Amazon Polly for text-to-speech. “The implementation of additional AI and machine learning capabilities will allow us to deliver more personalized and efficient customer interactions,” said Salinas.