Since introducing injixo WFM, less than 2% of cleverbridge’s customers have to wait 60 seconds to reach an agent.
Cleverbridge provides e-commerce technology, services and expertise for software and cloud companies that serve consumers and businesses.
They process over 1 million transactions per month in more than 250 countries, including Japan and Germany.
The problem
Before introducing the workforce management (WFM) solution, the planning team scheduled primarily with an Excel file, which was an operational challenge in terms of having the right people in the right place at the right time – and generally did not afford optimal visibility into the business.
They wanted a tool that would simplify the scheduling process with meaningful vacation and offline event management.
They also required a more rapid method of building forecasts that did not heavily rely on manual procedures such as monitoring call management systems, call data records and arrival patterns.
The objectives for a new WFM product were:
- Obtain accurate forecasting
- Streamline scheduling processes and vacation management
- Achieve effective cost savings in activity tracking
- Utilise resources more effectively
The solution
Cleverbridge selected injixo WFM in the cloud. Features include:
- Scalability – the solution offers the option to increase or decrease capacity as needed.
- Time-efficient scheduling – the solution auto-generates schedules with weekly shift patterns, which provides time savings for the organisation.
- Forecasting accuracy – forecasting through real-time call data and event tracking has provided the company with the means to make better staff decisions and easily identify changes that are occurring in the business.
- Collaboration – the collaborative nature of the solution means that updates by any member of the team (such as supervisors, team leaders) are instantly visible.
- Security and safety – the solution is a cloud-based application, and meets the company’s high standard of requirements for security and safety of access.
- No capital outlay – being a cloud-based solution, it does not require an on-premise installation or any capital investments.
- Empowered agents – injixo Me empowers agents with self-service access to schedules and initiates trade requests at any time and on any device, reducing the administrative effort of their supervisors so that they can focus more on business imperatives.
The results
Since implementing injixo WFM, cleverbridge has not missed a servicing interval on telephones in their Chicago or European offices.
Additionally, less than 2% of cleverbridge’s customers have to wait 60 seconds to reach an agent – a measurement that cleverbridge is proud to have.
Joe Schnaufer
In addition, average speed of answer on the telephones has reduced from 60 seconds to under 15 seconds, while the call abandonment rate has reduced from just under 4.5% to under 2.0%. Agent productivity has increased by 16% as a result of the improved scheduling processes.
Improvements in answer speed have led to measured advances in customer satisfaction scores, which have increased from an average of 76% – before injixo WFM – to 90.4%.
“With injixo WFM, less than 2% of our customers have to wait 60 seconds to reach an agent,” said Joe Schnaufer, Global Director of Customer Support at cleverbridge.
For more information about injixo, visit their website.
Author: Megan Jones
Published On: 11th Mar 2015 - Last modified: 18th Dec 2018
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