Case Study: Shopify automates scheduling and saves 40+ hours/week while diversifying customer service with Calabrio WFM

Shopify Grows and Diversifies Customer Service with Calabrio

Shopify, the commerce platform powering over 600,000 stores, faced a growing customer service operations challenge: a primarily remote support workforce managed with spreadsheet-based scheduling that was slow and repetitive. Creating schedules could take weeks, vacation approvals consumed over 40 hours per week, and limited schedule variety constrained agent flexibility as Shopify expanded across regions and languages.

By implementing Calabrio WFM, Shopify automated schedule generation and vacation processing, saving several hours per week for each team lead and more than 40 hours weekly for the Workforce Planning team. The solution provided real-time volume visibility, enabled more complex multi-activity schedules, supported region-specific guidelines for new times and languages, and gave agents easy online and mobile access to schedules while improving scenario planning before publication.

Shopify