ADEC Innovations Acquires ARISE Europe
ADEC Innovations expands its global Business Processing and Workforce Solutions into Europe and provides further depth in its technological support services including ESG Data Assured solutions
ADEC Innovations, recognised global leader in designing, developing, and delivering solutions and services in critical areas of sustainable development, today announced that it has acquired ARI Services Europe Ltd. (ARISE Europe). ARISE Europe is a 20-year leading and award-winning provider of on-demand, global customer experience (CX) and management services and solutions based in Limerick, Ireland.
“Businesses, public agencies, and non-governmental organisations (NGOs) need to ensure they are operating efficiently and sustainably – meeting obligations to their entire ecosystem of stakeholders, including customers, employees, communities, the environment, and shareholders,” said James M. Donovan, Global CEO of ADEC Innovations. “By bringing ARISE Europe into the group, we realise technological synergies which will allow us to deliver higher quality and better customer-focused Environmental Social and Governance (ESG) assurance services and solutions to our clients. We also look forward to expanding our global Workforce Solutions into Europe and to providing further depth in our technological support services, particularly in our ESG Data Assured solutions.”
ADEC Innovations’ ESG Data Assured solutions help organisations turn vast and diverse internal and supply chain information into practical operational insights towards sustainable development. As part of this service, ADEC Innovations identifies and extracts data from existing systems, sources, programmes, and portals. The company then verifies, aggregates, and standardises the information collected from these disparate sources and presents customised ESG information at scale. ESG Data Assured solutions eliminate the need for organisations to engage additional reporting initiatives, applications, or tools by maximising the value and impact of internally available systems and data. With the addition of ARISE Europe’s expertise in regulatory and customer service innovation, clients will benefit from enhanced ESG Data Assured solutions.
By becoming part of the ADEC Innovations group, ARISE Europe will strengthen its resource support, stability, and longevity as it continues to deliver complex, highly reliable, back-office and CX processes, high quality technical support, manufacturing support and process consultancy services. In addition to expanding and strengthening its technological service offerings, ARISE Europe will now be able to scale and extend its geographical reach beyond Ireland.
“After more than 20 years of management ownership, we wanted to ensure a growing and sustainable future for ARISE Europe,” said Joe Cahalane, Managing Director of ARISE Europe. “In addition to augmenting our service portfolio and extending our market reach, it was important for ARISE Europe to be part of a company that is compatible with our business and how we operate. ADEC Innovations meets all of these criteria, including its decades of experience and expertise in providing diverse BPO and KPO solutions, in a collaborative, resourceful, and agile manner.”
ARISE Europe’s employees will join the 4,400 strong workforce that ADEC Innovations has across 20 sites located in 16 countries and covering 6 continents. ADEC Innovations Group CEO James Donovan added,
“We welcome ARISE Europe’s clients, employees, and partners to the group. With this acquisition, ADEC Innovations expands its global presence to Ireland and other parts of Europe; and collectively, we will offer current and future clients greater opportunities to reduce costs and risks, optimize resource use, and drive operational efficiencies, in a world where sustainability matters.”
About ARISE Europe
Arise designs and delivers award-winning Customer and Technical Support services on behalf of clients. With a 20-year track record of running complex services across a diverse range of sectors, Arise Europe are trusted by clients to represent their brand. Our people are passionate about embracing new technologies, leveraging data-driven insights and delivering process improvements to provide the best service experience to our clients’ customers.
About ADEC Innovations
ADEC Innovations is a world leader in designing, developing, and delivering innovative solutions and services in critical areas in sustainable development, i.e., ESG, healthcare and knowledge management. Since 1996, ADEC Innovations has advanced sustainable practices around the world and helped organisations grow and operate responsibly. Headquartered in Geneva, Switzerland with a network of thousands of employees across 16 countries and 6 continents, ADEC Innovations works with governments, coalitions, and businesses to help organisations meet their evolving needs and drive performance in a world where sustainability matters.
ARISE Wins Prestigious Support Professional of the Year 2018 CCMA Award
2018 has once again seen the Arise team win multiple awards. Our proudest moment this year is our Team Leader, Jamie Bridgeman (below, right) winning the industry’s Support Professional of the Year 2018 award.
It is great to see our innovation and excellence recognised by Jamie’s win. It tops off a great year of superb results, which brought us new clients and an additional facility in Limerick. The Arise team look forward to adding to these successes in 2019.
Ian & Patrick Shortlisted in Industry Awards
Huge congratulations to Ian Gallagher shortlisted in Team Leader of the Year 2018 and Patrick O’Carroll as Customer Service Advisor of the Year 2018. For our staff, being nominated by their peers within Arise to be put forward to enter the industry awards is a great recognition and is a wonderful accolade for those involved. Being then judged by your industry peers is a great experience, and to see the teams and individuals being recognised for the fantastic people they are is a real thrill. Throughout the company, in the run up to the awards our teams really get behind the nominees.
These awards offer our employees a chance to achieve further peer recognition and be even more successful.
Congratulations Jamie, Ian and Patrick! We are very proud of you!
Vodafone’s Enterprise Director Visits ARISE
Vodafone’s new enterprise director, Regina Moran visited the new Arise facility in September.
Regina having previously held senior roles in Ireland and the UK, joined Vodafone in June and is responsible for the company’s expanding enterprise division, overseeing sales, commercial, operations, product and marketing.
Joe Cahalane Arise’s Managing Director said “Regina Moran’s visit is a continued recognition of the important role that Arise play in supporting Vodafone’s customers have a customer experience that delivers a real differentiation in the market”
This was a great opportunity for the team to take Regina through the progress we have made driving CXX initiatives. Having taken a guided tour of the new facility, Regina finished up with an awards ceremony celebrating our best NPS performers.
Joe Cahalane went onto to say “with NPS results at an all-time high being driven by culture of continual improvement and a collaborative approach this partnership will continue to deliver excellence”
CCMA Shortlist 2018
Three of our team have been shortlisted for the CCMA Awards 2018. They are:
Patrick Carroll, for Customer Service Advisor of the Year
Jamie Bridgeman, for Customer Support Professional of the Year, and
Ian Gallagher, for Team Leader of the Year.
ARISE Wins Best Technical Support 2018 at Switcher.ie Awards
Arise are delighted with the win of Best Technical Support on behalf of client Vodafone – Joe Cahalane commented that “ what makes this one of our most prized award is that fact that at this is based on in-depth customer surveys carried out by the organiser and it is as such the’people’s vote’”
In 2018 what makes this really sweet is that it is our 3rd consecutive year to win this award
“We would like to thank all those who voted for Vodafone and service which arise provides on their behalf.”
Winning such awards is a great accolade of the people that work within Arise and the commitment they show to being the best it also reflects well on the strong sense of trust and collaboration between Arise and Vodafone to deliver the best in market Customer Experience.
ARISE Shortlisted for the Irish CX Impact Awards
Arise are shortlisted for The Irish CX Impact Awards.
Celebrating its inaugural year, The Irish CX Impact Awards 2018 is for Ireland’s leading CX professionals, offering a unique opportunity to network and celebrate with the cream of the CX community in Ireland.
ARISE Wins Prestigious CCMA Outsource Partner of the Year Award
The companies represented here tonight and the talented teams that work for them enable countless businesses focus on efficiencies and innovation, especially in more complex business activities needing specialised skills.
Congratulating Arise, the Minister said, “Your success is testament to the hard work of all those in the room and proof that Ireland has developed key knowledge and expertise in the sector and the competitiveness of Ireland’s offering for enterprise.” In awarding Arise and Vodafone the worthy winners of Outsource Partnership of the Year 2017, the judges “congratulate both companies on their commitment and dedication to a true strategic partnership, one that is achieving mutual goals and bringing mutual benefits”. Joe Cahalane, Managing Director at Arise explains the performance which led to the win:
While performing continuously beyond expectations, Arise started to earn respect as a supplier with a very different ethos – focused on the customer and not just performing to the contract. We know that we have a reputation for being easy to do business with, and this ongoing flexibility and agility to meet the needs of our dynamic customers. I would like to congratulate the team in Arise for their dedication in generating excellent results for the partnership. The importance of people in delivering service excellence is not underestimated; this is an operation with a priority focus on staff engagement, where feedback from staff is encouraged and their contribution valued. At the Arise headquarters in Raheen, positive health and wellbeing is strongly promoted in an environment where openness and flexibility is the norm, and fun held in high regard.
Eimear Murnane wins Highly Commended in Industry Professional of the Year
Eimear Murnane is a Team Leader who is at the heart of customer interactions, with proactive approach. Eimear has a great passion for her role, underpinned by a strong customer focus. Her root cause analysis approach has resulted in excellent team performance results which clearly evidence her contribution to the business.
The Managing Director commented that “we are delighted for Eimear and very proud of her achievement”.
The highlight of the year for recognition within the industry is the Customer Contact and Shared Services Awards. These prestigious awards recognise excellence and celebrate companies and people within our sector who focus on being the very best.
The CCMA (Customer Contact Management Association) has now in excess of 100 member companies who are engaged in the industry sector in Ireland . This vibrant sector employs in excess of 40,000 in Ireland across a whole range of skills and roles. This year Arise have entered for a number of new categories including for two industry professional awards and I am delighted to confirm the following shortlisted nominees:
Industry Professional of the Year, Support Professional 2017: Mike Lynch
Industry Professional of the Year, Team Leader 2017: Eimear Murnane
Arise is also shortlisted for the Outsource Partnership of the Year for our partnership with Vodafone.
Delighted with company shortlist which is on behalf of the whole Arise team so none of this would be possible without you. – well done to you all and thank you for all the flexibility and the support you give so willingly throughout the year.
I would particularly like to highlight and congratulate Eimear Murnane and Mike Lynch – both of these categories are highly contested with a lot of entries from which a small number get shortlisted after a process which involves putting in a submission and an interview with the Judges – so getting shortlisted is a major achievement – congratulations to both of you.
I know both Eimear and Mike would like me to acknowledge the huge support they get from their individual teams, the wider Arise team and colleagues within our customers.
There is a lot of time and responsibility involved in pulling together these award submissions and I would like to acknowledge the work done by the teams supporting each submission – again well done to you.
The overall awards winners will be announced this coming Saturday night at a gala awards ceremony which will be attended by almost 800 from our industry.
Again congratulations and the very best of luck.
In September 2016 Vodafone and Childline ran a 6 aside soccer competition in Dublin for Vodafone employees and those of their partner companies. Of the 10 teams which took part Arise entered 2 teams, Thomas Rice’s ‘Worldstar Arise’ and Colin Dolan’s ‘Game of Stones’.
We were delighted when Colin’s team made it through to the final where they lost to a very strong Vodafone Sales team from Belfast.
Parallel Fundraising events were held in Arise which raised almost €500 for Childline.
SWITCHER.ie Broadband Awards 2017 – Best Technical Support 2017
ARISE has won Best Technical Support 2017 for Vodafone for the second year in a row. A nationwide survey showed that Vodafone’s broadband customers appreciated the company’s clear and concise technical assistance and the help of their ‘gurus’.
Joe Cahalane becomes chair of CRIOS – a cluster of Irish Outsourcing companies
ARISE’s Managing Director Joe Cahalane is the Crios Group chairman. Crios is a new grouping of business process outsourcing (BPO) companies. Ireland’s BPO industry, comprising companies who provide third-party services for firms who want to outsource certain business operations, currently employs around 8,000 people in a growing industry. Crios aims to “promote, grow and influence” the outsourcing industry in Ireland, and was founded with the goal of making Ireland a destination for international firms who want to outsource.
READ ARTICLE: Sunday Business Post: Irish Outsourcing Cluster Launches
ARISE won Best Technical Support 2016 in the SWITCHER.ie Awards for Vodafone. With a dedicated Support Hub and community experts, those surveyed appreciated Vodafone’s clear and concise technical assistance. Over two-thirds of Vodafone customers appreciated Vodafone’s technical ‘Gurus’ when needing help.
ARISE conquers Croagh Patrick in aid of Pieta House
The Raheen based team of ARISE employees come together to give back to their community in a show of support for Pieta House, who provide services for the prevention of self-harm and suicide.
“I suggested Pieta House for this year’s charity fundraiser” Claire McNamara said “as they are an organisation very close to a lot of people’s hearts, who relies heavily on donations; the work they do is phenomenal. Climbing Croagh Patrick on their behalf was an amazing experience; it was very challenging but knowing that it was for such a worthy cause, we all pulled through it.”
It’s been all hands on deck over the last number of months; participants have been busy collecting donations from colleagues, friends & family and a great team effort has seen the organisation of a series of raffles, a bake sale and an auction at the ARISE building.
“I am humbled by the show of support from our clients, suppliers and local businesses” said Ger Burke, “we’ve been inundated with donations from ARISE, Vodafone, Saorview, Zagg, Cregg, Kedington, IRC, Green IT, Group 4, Eyrco, Cemac Office Solutions, VHI, Jobs.ie, Ratio Vending, Banner, Pinnacle, Bloomers, ISS, DHL, MPCC Credit Union, Coca Cola, Irish Merchants, CPL, Ryan’s Centra Raheen and Delish. Their generosity has been overwhelming”.
So much so that the team didn’t throw in the fundraising towel after completing the Croagh Patrick climb on 3rd July and plans are underway to raffle and auction the remaining donated prizes over the coming months. An early 6am start saw 23 participants board a bus in Raheen on Sunday 3rd July to make their way to the foot of Croagh Patrick in Co. Mayo. A vigorous hike paid off when the team reached the summit and, according to Thomas Foley, were “rewarded with magnificent views of the surrounding Co. Mayo”.
A hearty congratulations has been well earned by the ARISE team who have raised almost €8.5K to date for Pieta House.
Joe Cahalane, Managing Director at ARISE agrees and highly commends the team, saying: “I am very proud of what we have achieved for Pieta House; it is a real testament to the energy and commitment of our people; these are exactly the qualities that drive our successes and that will continue to fuel our journey of growth and achievement.”
Based in the Raheen Business Park, ARISE is an award winning company who has experienced significant growth and gone from strength to strength over the last number of years; today the company employs more than 200 local people. Their team provides outsourcing contact centre services for companies that include Vodafone, Saorview, Zagg and the Commission for Energy Regulation.
Photos by Kevin O’Connor and Bryan Tracey. For further information, please contact Siobhan Meehan at ARISE here.
Contact Centre Management Awards 2015
OUTSOURCE PARTNERSHIP OF THE YEAR 2015 : HIGHLY COMMENDED – Arise & Vodafone
The judges deemed Arise and Vodafone as deserving of a special commendation for “the excellent submission in this category. The continued focus on performance improvement has resulted in significant efficiency advancements and historic high results in industry benchmark Net Promoter Scores. A trusted partnership underpinned by a can-do pragmatic approach has delivered a sustainable partnership model with mutually beneficially outcomes to both organisations”.
BEST TECHNICAL SUPPORT CENTRE 2015 : HIGHLY COMMENDED
The CCMA 2015 judges highly commended the Arise Technical Support Team. “The team presented demonstrable evidence of continued over achievement of key performance indicators during the measurement period. The judges were particularly impressed with their approach to measuring and driving improvements in Net Agent Score (NAS). The clear alignment of NAS and employee engagement to their customer experience strategy was excellent, resulting in the team achieving the number one position in Europe for fixed line telecoms NPS. The judges were further impressed by the significant reduction in their propensity to call metric. We wish the team continued success.”
INDUSTRY PROFESSIONAL OF THE YEAR – CUSTOMER SERVICE AGENT 2015 : Sarah Quin
Sarah is a key member of the Arise team supporting Vodafone’s SME customers for the movement of fixed services. The judges said that “since joining the team 18 months ago, Sarah has worked diligently to streamline processes and has become a key point of contact for clients. Showing great initiative and drive, Sarah constantly seeks to deliver an excellent customer experience. A highly respected team player, Sarah also captains her local ladies rugby team; we wish her continued success in her role.”