Case Study: Utility Warehouse

CUSTOMER PROFILE

CHALLENGE

Before implementing NICE Workforce Management, Utility Warehouse relied on manual workforce management processes which did not suit its multi-skilled environment and created extra costs and administration for the business. Years of double-digit growth placed a strain on the incumbent WFM solution, which lacked automated holiday scheduling and rules-based scheduling swaps. This led to errors and omissions and an inefficient system of admins creating multiple spreadsheets for re-entry into payroll and HR systems.

SOLUTION

Implementing NICE Workforce Management gave UW a natively integrated WFM solution that eliminated costly overheads, improved real-time bidirectional data sync, and accommodated agent requests that were previously difficult or impossible to grant. Agents can now conduct their own schedule swaps, set day off preferences, move their breaks and lunches, and benefit from an automated holiday process. UW has realized savings and gains in several areas, including a £100,000 annual reduction in administrative costs, an 11% gain in forecast accuracy, an 11% reduction in attrition, and a 7% reduction in absenteeism.