Case Study: Intuit achieves optimized seasonal staffing and real-time workforce insights with Alvaria Workforce

Intuit - Customer Case Study

Intuit, the maker of TurboTax, QuickBooks and Mint, launched TurboTax Live to connect taxpayers with credentialed tax experts but faced extreme seasonal demand swings that required rapidly scaling customer service and tax professionals. The company needed better reporting, forecasting and staffing tools that could provide hour-by-hour visibility, integrate with partner systems, and give agents the schedule flexibility to meet fluctuating demand while controlling costs.

Intuit implemented Alvaria Workforce, a customizable, integrated workforce optimization solution that converts volume forecasts into capacity plans, exchanges real-time schedule data with partners, and supports scheduled callbacks. The platform gave managers and schedulers immediate visibility and decision-making tools, improved agent experience with flexible schedules, streamlined appointment management, and freed up planner time—resulting in better-staffed peaks, faster operations, and improved customer outcomes.

Intuit

Andrew Kennedy

Product Manager