New Case Study from Dialog-Factory GmbH
Anyone who works in the contact center industry knows the drill: 20 different omnichannel projects running simultaneously, constantly fluctuating traffic peaks, multi-skill requirements, and a large team that mostly works on flexible part-time schedules. That’s exactly what everyday life looks like at Dialog-Factory GmbH in Augsburg.
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For over 25 years, things somehow worked out with the old scheduling tool and a healthy dose of gut instinct. But eventually, shift scheduling devolved into error-prone Excel jungles and cumbersome workarounds. There was a lack of transparency for the approximately 150 employees (plus subcontractors) and a lack of true flexibility.
The solution? A radical overhaul in just four months. Together with Professional Workforce GmbH (which managed everything from the needs analysis through HR and cloud ACD integration to the hypercare phase), the entire scheduling process was overhauled.
Today, the whole system runs on 250 plano licenses – and here’s how:
- plano Roster: Makes the team extremely flexible when someone drops out at short notice.
- plano Optimizer: Retrieves forecasts from “Workforce Elements” and automatically incorporates complex multiskill rules.
- plano ESS: The digital employee portal for quick checks via smartphone or PC.
Planners save a tremendous amount of time and can finally focus on day-to-day operations again. The best part is that efficiency doesn’t come at the expense of company culture. Through the ESS portal, employees have full transparency and retain their important say in their shift schedules.
Noah Kellner (Head of IT at Dialog-Factory) sums it up:
plano has taken our workforce planning to a whole new, professional level. With the roster in particular, we now have a significantly more flexible solution in place, with the major advantage that we can react very quickly to changes.
And Thomas Opheys (Managing Director of Professional Workforce) adds:
The plano optimizer is capable of automatically taking a multitude of complex rules into account and creating an optimal schedule based on them. For the customer, this means: scheduling at the push of a button—an enormous time saver.
We have summarized the entire success story, including all best-practice details, in a case study. Reference for Dialog-Factory GmbH
We look forward to continuing our collaboration.
You can find the Dialog-Factory GmbH website here: www.dialogfactory.de
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