Overview
delaPlex provided dedicated customer support for a leading workforce management platform, delivering innovative solutions to enhance operational efficiency and employee satisfaction. Through strategic collaboration and tailored support across global time zones, delaPlex facilitated sustainable growth for their client.
Client Needs
The client needed comprehensive support from delaPlex to modernize their workforce management practices. The goal was to replace outdated legacy tools with a contemporary WFM solution, addressing operational efficiency in a rapidly evolving market.
Project Challenges
The client faced several challenges that impacted their operational efficiency and employee satisfaction:
- Misalignment in Time & Attendance (T&A), Scheduling, Demand & Forecast, and Frontline Communications (COMM's).
- High managerial workload, detracting from core operational activities.
- Limited flexibility in shift scheduling, affecting work-life balance.
- Inefficiencies in managing hourly jobs, leading to poor resource utilization.
The delaPlex Solution
To address these challenges, delaPlex employed their Comprehensive Managed Services Program, which includes three Advanced Levels of Support:
- Level 1 - End-User Assistance: Assist end-users with in-depth troubleshooting of their solution that deals with challenges that cannot be resolved independently.
- Level 2 - System-Level Support: Deliver advanced support for analyzing and correcting system features, functions, configurations, and setups.
- Level 3 - Strategic Guidance: Provide strategic guidance and recommendations for workarounds, improvements, and integrations based on expert analysis.
How We Did It
delaPlex tackled operational bottlenecks with proactive customer support, facilitating the transition from outdated tools to a state-of-the-art WFM system. The aim was to ensure seamless integration and efficient delivery, fostering a culture of excellence and enhancing the customer experience. The team offered 24/7 support across all time zones to align various activities such as T&A, Scheduling, Demand & Forecast, and Frontline Communications. The project utilized a variety of technologies and platforms, including:
- Excel for data management and analysis.
- Postman for API testing and development.
- SQL for database management.
- Datadog for monitoring and analytics.
- JIRA for project management and issue tracking.
- Zendesk for customer support and communication.
- Confluence for collaboration and documentation.
Results
- 99.95% System Uptime: Designed an easy-to-use mobile app with 99.95% system uptime, providing reliable and consistent performance.
- 24/7 Customer Support: Provided round-the-clock assistance, ensuring that customer issues are addressed promptly.
- Intelligent Automation: Used advanced automation to enhance decision-making and streamline execution, resulting in more efficient processes.
- Optimized Resource Utilization: Achieved significant savings and a remarkable ROI by improving how resources are allocated and used.
- Detailed Issue Analysis: In-depth investigation of customer-reported problems to identify root causes and implement effective solutions.
- Smooth System Functionality: Continuous monitoring of key operational areas like Time & Attendance, Demand & Forecast, and Scheduling.
- Lower Attrition Rate: Improved work-life balance and job satisfaction through flexible scheduling, ensuring a more engaged workforce.
- Efficient Issue Triage: Initial assessment and prioritization of issues to accelerate resolution processes, preventing disruptions to business activities.
- Enhanced Manager-Productivity: Automation and self-service tools reduced managerial workload, allowing for a greater focus on strategic activities.
About The Client
At the forefront of workforce management innovation, the brand streamlines and optimizes employee scheduling and performance. The cutting-edge platform supports businesses in achieving significant cost savings, improved productivity, and a more engaged workforce using intelligent automation and user-friendly technology.
