Case study

How MAPFRE's contact center

made customers

10% happier


All it took was a simple shift: bringing learning into the flow of Microsoft Teams so reps felt more prepared.

>93% completion rates

>95% satisfaction rates

Size

>30,000

Industry

Insurance

Location

Boston, MA

Core impact

Happier customers

Money saved

>$2 million

The story

The client

MAPFRE is one of the world's largest insurance companies, with 2,500 US employees and over 35,000 globally. In a highly competitive space, their leaders are always looking for ways to better serve customers and prepare teams for a rapidly changing future.


The challenge

After an audit in 2021, MAPFRE found that their L&D tools were not generating any results. Many of their employees had been there for 30+ years and seen little difference. MAPFRE needed to train contact center reps on new products, new managers on leadership skills, and the entire organization on what they considered core skills. This looked like it'd take years.


The solution and implementation

MAPFRE moved 80% of their core training directly to Arist, delivering all core learning content to everyone via MS Teams. The first few courses were launched to contact centers in just weeks, with results that triumphed over traditional programs.


The impact

For employees

MAPFRE contact center representatives - used to being pulled off their desk for in person or video session - could now learn directly where they served customers. In addition to being far easier and more convenient, it was also by far the most loved tool of its kind.


For the L&D team

In addition to launching programs 10x faster than before, the learning team saw 93% completion rates and 95% satisfaction rates, which made past programs unrecognizable. On average, over one fifth of the entire organization voluntarily enrolls in learning every month.


For the organization

MAPFRE saw a 10% lift in customer eNPS scores, translating to millions in revenue and retention for the business. Thanks to Arist, MAPFRE also found they could align the entire organization after CEO town halls or train on new products an initiatives far faster, giving them a massive competitive advantage in a crowded marketplace.



"In 27 years here, this is the best learning I've ever received." - Jenn D., Customer Support


Get the full downloadable case study:

10,000+

hours saved for representatives

93%

completion rates

10%

lift in customer eNPS

Brent Bernier

AVP, Talent, MAPFRE

"In today's world, it’s rare to find a partner such as Arist — one that offers an outstanding and effective product, but more importantly one who truly cares about their customers."

"In today's world, it’s rare to find a partner such as Arist — one that offers an outstanding and effective product, but more importantly one who truly cares about their customers."

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How Baxter trained reps 7x faster — with clear performance lift

When Baxter needed to rapidly launch a new product, they found a simple solution: SMS-based enablement.

How BMO onboarded thousands while future-proofing the organization

What's the best way to rapidly prepare people for the future? Meeting them where they are.

How Cruise aligned every employee during rapid growth, entirely via Slack

As one of the world's fastest-growing companies, Cruise needed to shift behavior rapidly and effectively.

Common

questions

Is Arist an LMS or an LXP? Can I use it instead of my existing tools?

Arist has all of the functionality of an LMS and LXP, including course creation, hosting, assignment, learner management, and analytics. But it's an entirely new category.

The main difference between Arist and a traditional LMS is that Arist uses Stanford research to deliver interactive content via existing messaging tools like SMS, WhatsApp, and Microsoft Teams instead of traditional video courses and e-learning modules that don't get adoption.

By meeting learners where they are, Arist sees much higher completion, adoption, and satisfaction rates than courses delivered via an LMS (over 90%). Arist is also far more behaviorally effective.

Some of our clients use Arist alongside their existing LMS and LXP, and Arist can easily integrate with your existing learning ecosystem. Some of our clients replace their ecosystem with Arist — it's up to you.

My employees are hourly or don't get work devices. Can they use Arist?

Yes. Arist has industry-leading technology that enables employees to securely and compliantly learn on their personal device. This includes seamless opt-in and opt-out features, automatic phone number encryption, toll-free message delivery, and FLSA-compliant shift locking for hourly employees.


Arist also has built-in wage & hour compliance and shift scheduling integration, which lets hourly employees use their personal devices for learning in a compliant and secure way without incurring additional costs.


Arist works with carriers to ensure that all messages are toll-free.

Do certain age groups prefer Arist more than others?

No. Our research has found no meaningful difference in adoption or satisfaction rates by age group, with older learners enjoying Arist courses more by a few percentage points.

The core reason: nearly everyone uses texting or email to communicate with their friends, colleagues, and loved ones, making messages a comfortable medium for all.


The tools we already use — like Slack, Teams, SMS, and WhatsApp — have the lowest barrier to entry or adoption. Learning and comms become accessible in 1-click to everyone, versus 7 clicks in an LMS or portal.

Common

questions

Is Arist an LMS or an LXP? Can I use it instead of my existing tools?

Arist has all of the functionality of an LMS and LXP, including course creation, hosting, assignment, learner management, and analytics. But it's an entirely new category.

The main difference between Arist and a traditional LMS is that Arist uses Stanford research to deliver interactive content via existing messaging tools like SMS, WhatsApp, and Microsoft Teams instead of traditional video courses and e-learning modules that don't get adoption.

By meeting learners where they are, Arist sees much higher completion, adoption, and satisfaction rates than courses delivered via an LMS (over 90%). Arist is also far more behaviorally effective.

Some of our clients use Arist alongside their existing LMS and LXP, and Arist can easily integrate with your existing learning ecosystem. Some of our clients replace their ecosystem with Arist — it's up to you.

My employees are hourly or don't get work devices. Can they use Arist?

Yes. Arist has industry-leading technology that enables employees to securely and compliantly learn on their personal device. This includes seamless opt-in and opt-out features, automatic phone number encryption, toll-free message delivery, and FLSA-compliant shift locking for hourly employees.


Arist also has built-in wage & hour compliance and shift scheduling integration, which lets hourly employees use their personal devices for learning in a compliant and secure way without incurring additional costs.


Arist works with carriers to ensure that all messages are toll-free.

Do certain age groups prefer Arist more than others?

No. Our research has found no meaningful difference in adoption or satisfaction rates by age group, with older learners enjoying Arist courses more by a few percentage points.

The core reason: nearly everyone uses texting or email to communicate with their friends, colleagues, and loved ones, making messages a comfortable medium for all.


The tools we already use — like Slack, Teams, SMS, and WhatsApp — have the lowest barrier to entry or adoption. Learning and comms become accessible in 1-click to everyone, versus 7 clicks in an LMS or portal.

Common

questions

Is Arist an LMS or an LXP? Can I use it instead of my existing tools?

Arist has all of the functionality of an LMS and LXP, including course creation, hosting, assignment, learner management, and analytics. But it's an entirely new category.

The main difference between Arist and a traditional LMS is that Arist uses Stanford research to deliver interactive content via existing messaging tools like SMS, WhatsApp, and Microsoft Teams instead of traditional video courses and e-learning modules that don't get adoption.

By meeting learners where they are, Arist sees much higher completion, adoption, and satisfaction rates than courses delivered via an LMS (over 90%). Arist is also far more behaviorally effective.

Some of our clients use Arist alongside their existing LMS and LXP, and Arist can easily integrate with your existing learning ecosystem. Some of our clients replace their ecosystem with Arist — it's up to you.

My employees are hourly or don't get work devices. Can they use Arist?

Yes. Arist has industry-leading technology that enables employees to securely and compliantly learn on their personal device. This includes seamless opt-in and opt-out features, automatic phone number encryption, toll-free message delivery, and FLSA-compliant shift locking for hourly employees.


Arist also has built-in wage & hour compliance and shift scheduling integration, which lets hourly employees use their personal devices for learning in a compliant and secure way without incurring additional costs.


Arist works with carriers to ensure that all messages are toll-free.

Do certain age groups prefer Arist more than others?

No. Our research has found no meaningful difference in adoption or satisfaction rates by age group, with older learners enjoying Arist courses more by a few percentage points.

The core reason: nearly everyone uses texting or email to communicate with their friends, colleagues, and loved ones, making messages a comfortable medium for all.


The tools we already use — like Slack, Teams, SMS, and WhatsApp — have the lowest barrier to entry or adoption. Learning and comms become accessible in 1-click to everyone, versus 7 clicks in an LMS or portal.

Bring

real impact

to your people

We care about solving meaningful problems and being thought partners first and foremost. Arist is used and loved by the Fortune 500 — and we'd love to support your goals.


Curious to get a demo or free trial? We'd love to chat:

Build skills and shift behavior at scale, one message at a time.

(617) 468-7900

support@arist.co

2261 Market Street #4320
San Francisco, CA 94114

Subscribe to Arist Bites:

Built and designed by Arist team members across the United States.


Copyright 2024, All Rights Reserved.

Build skills and shift behavior at scale, one message at a time.

(617) 468-7900

support@arist.co

2261 Market Street #4320
San Francisco, CA 94114

Subscribe to Arist Bites:

Built and designed by Arist team members across the United States.


Copyright 2024, All Rights Reserved.

Build skills and shift behavior at scale, one message at a time.

(617) 468-7900

support@arist.co

2261 Market Street #4320
San Francisco, CA 94114

Subscribe to Arist Bites:

Built and designed by Arist team members across the United States.


Copyright 2024, All Rights Reserved.