Beyond beauty: Arbonne focuses on sustainability and the wellbeing of agents and customers

In today’s health and beauty industry, success is more than skin deep. Brands have to stand for something bigger to win over the hearts and minds of consumers.

Generation Z (Gen Z), a demographic with growing importance and influence, is moving away from fast beauty brands known for mass production. Instead, this generation seeks out companies that prioritize sustainability, transparency, and social responsibility. In fact, nearly half of them, McKinsey reports, carefully examine product ingredients and consider their impact on both people and the planet. Brands that go beyond surface-level promises and instead take real action to create a better future are what count with Gen Z.

Enter Arbonne and its high-quality, vegan, and cruelty-free products. It’s not just cosmetic—Arbonne has been a trailblazer in sustainability for over 40 years.

Arbonne is making green the new glam

Arbonne’s dedication to empowerment, transparency, and sustainability has earned it B Corp certification for its efforts in environmental and social responsibility. These include surpassing its ambitious goal of reducing carbon emissions by 75 percent—meeting this milestone seven years ahead of its 2030 target. Arbonne also reduced water consumption by 73 percent across its sites compared to its 2019 baseline.

For companies that want to qualify for B Corp Certification, sustainability isn’t just about being green. A company’s social impact is equally important. Arbonne’s commitment to doing good is blended (and contoured) into its mission. Various initiatives support customers and future consumers. For example, the Flourish Arbonne Foundation has empowered over one million youth worldwide with programs fostering mental wellbeing.

Arbonne’s commitment to sustainability goes hand in hand with its dedication to the wellbeing of its employees and independent consultants. After all, happy and empowered people are the heart of any thriving business. Plus, when employees are set up for success, they can focus on their own sustainability goals, which are built into all employees’ key performance indicators and job descriptions.

When customer service needs a makeover

One way that Arbonne boosts experiences for its people, independent consultants, and customers is with the right technology. Arbonne customer service agents were once juggling multiple systems for customer relationship management (CRM), telephony, workforce management, and more. These disparate systems meant agents were constantly switching between different interfaces. This not only slowed them down but also made it tough to get a full picture of each customer’s needs.

Arbonne realized that by streamlining its tech and bringing everything together under one roof, agents could be free to focus on personalized service that keeps customers smiling. Plus, consolidating systems offered a chance to save on licensing fees and other costs associated with maintaining multiple platforms. Those savings could then be redirected toward initiatives that matter to the company and the community.

A beautiful partnership

To make its vision a reality, Arbonne teamed up with NeuraFlash, an AWS Partner. Its team had the experience needed to deliver a contact center solution within Arbonne’s ambitious timeline. But what really sealed the deal was NeuraFlash’s commitment to understanding and prioritizing Arbonne’s business model, goals, and values. This wasn’t just another tech project for their team—it was a chance to help Arbonne put its people and customers first.

NeuraFlash worked closely with Arbonne to customize Amazon Connect, an AI-powered contact center from AWS, to its specific needs. Ultimately, NeuraFlash combined its expertise with the powerful capabilities of Amazon Connect to deliver a solution in just 90 days.

Amazon Connect delivers a contact center glow-up

Today, Amazon Connect is the foundation of Arbonne’s customer service. This all-in-one platform includes voice, chat, and email in a single, user-friendly interface.

But the real highlight? NeuraFlash integrated Amazon Connect Contact Lens, a generative AI-powered tool that analyzes customer interactions to uncover valuable insights. With AI sentiment analysis and analytics, Arbonne can see trends and continuously refine its approach to training and service. The result is a support experience that’s truly tailored to each customer’s needs. Generative AI can also provide post-call recaps, while machine learning provides advanced forecasting, capacity planning, and scheduling capabilities, even with a limited dataset.

Arbonne is transforming the business of beauty—inside and out

The solution cut contact center technology costs by 25 percent thanks to reduced licensing fees and consumption-based pricing. By consolidating its services into a single, powerful platform, Arbonne also empowered its agents to deliver exceptional service. Agents have quickly embraced the change, providing unsolicited feedback on how much they enjoy the new platform.

By investing in technology that enhances the customer experience, Arbonne is living out its values and setting a glowing example for other businesses to follow. In fact, Arbonne’s sustainability compass says, “We wouldn’t exist or be able to meet our sustainability goals if not for our dedicated team.”

With partners like NeuraFlash and tools like Amazon Connect, Arbonne is well on its way to achieving a more sustainable, compassionate future for all—because true beauty is about more than just the bottom line.

Find out more about how NeuraFlash helped Arbonne take customer experience to the next level in this detailed case study.

About NeuraFlash

NeuraFlash is a leading AWS consulting and ISV partner. Its mission is to help businesses reimagine how they deliver personalized service and sales experiences that scale, empower teams, and uncover revenue. Working across industries, NeuraFlash enables intelligent business automation that drives real-time return on investment.