Case Study: Victra achieves higher customer conversions and improved NPS with ADP Optimized Scheduling

Driving Sales and Customer Satisfaction with Optimized Scheduling

Victra, an exclusive agent for a major wireless carrier with about 1,200 U.S. stores and nearly 6,000 employees, faced inefficient manual scheduling and budgeting that caused overtime overspend, uneven staffing, and difficulty putting top performers on peak shifts—threatening sales, customer wait times and overall satisfaction.

By partnering with ADP to deploy optimized scheduling, forecasting and tailored budgeting, Victra gained scheduling visibility and could place its best closers at peak hours; pilot stores recorded a 4.5% lift in customer conversions, up to a 6.5% increase in NPS, 300+ hours saved, a 0.7% reduction in in‑store time and projected millions in incremental sales.

Victra

David Gaminde

Vice President of Operations