Case Study: Finnish Tax Administration achieves a 10-20% smaller back-office backlog with Calabrio Workforce Management

Finnish Tax Administration Gives Back-Office Ops Frontline Finesse with Calabrio WFM

The Finnish Tax Administration struggled to manage a “blackhole” of back-office work across 3,500 employees in 525 roles, with no automated way to forecast, schedule, or prioritize tasks. Manual spreadsheet-based processes made it hard to track work, adapt to demand, or improve employee satisfaction. Calabrio and its Workforce Management (WFM) solution were brought in to help solve the problem.

Calabrio WFM became the backbone of back-office planning, handling forecasting, scheduling, channel planning, and task prioritization with real-time work plans and self-service scheduling. The results included a 10–20% reduction in back-office backlog, more productive and empowered workers, and better customer experience through faster, better-prioritized responses. Calabrio also helped managers allocate staff more effectively and spend less time on manual planning.

Finnish Tax Administration

Anniina Laisti

Service Owner