Case Study: Furnishings Store Decreases Planning Workload

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A furnishings store has achieved a 40% decrease in their planning workload since introducing WFM software from injixo.

Nebraska Furniture Mart is a home furnishing store in North America, providing furniture, flooring, appliances and electronics.

They have almost 250 staff in their contact centre, with approximately 20% utilising the in-house working from home programme. They have different mechanisms to handle social media, webchat and emails – and currently average about 8,000 contacts per day.

The problem

Before using WFM software, Nebraska Furniture Mart’s planning team used Excel and Outlook to schedule their workforce. Due to the labour-intensive manual processes, this often resulted in cumbersome planning steps and extra workload, which was very inefficient.

The company also created schedules on a weekly basis for their associates, but despite those efforts did not have a true view of their actual staffing needs and how they related to call arrival patterns. Combined with the lack of interaction with staff in terms of their schedule preferences, they required a more reliable method of building forecasts and schedules.

The solution

Nebraska Furniture Mart now uses injixo WFM to support the entire WFM cycle.

The benefits

“One of our biggest wins is the flexibility,” said Layna Stanley, Customer Care Workforce Manager at Nebraska Furniture Mart. “injixo WFM helps us clearly identify where our staffing needs are.”

For more information about injixo, visit their website.

Author: Megan Jones

Published On: 2nd Sep 2015 - Last modified: 18th Dec 2018
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