Case Study: Zen Internet achieves streamlined growth and improved customer service with Calabrio WFM

Calabrio WFM Supports Zen Growth Strategy and Helps Streamline Their Business

Zen Internet, a UK ISP founded in 1995 that now offers data, voice and hosting services, set out to double in size with a people-first approach. To support growth and improve customer experience they needed to replace time-consuming Excel-based planning with a simple workforce management system that let agents check shifts, request swaps and book leave with instant responses so staff could better organise life outside work.

After a 12-month selection process they implemented Calabrio WFM via Business Systems, using the MyTime mobile app for schedule access, shift swaps and automated leave handling, plus forecasting, “what-if” scenarios and rapid re-optimisation. The result was faster, more accurate planning (forecasts that once took half a day now run in minutes), clearer agent availability, a jump in development hours delivered (from 12 to 75), improved customer service and higher employee engagement.

Zen Internet

Lesley Bell

Operations Manager