Case Study: Capella University achieves 100% employee satisfaction and saves 100 administrative hours with NICE Systems Workforce Management

Capella University - Customer Case Study

Capella University, a Minneapolis–based online institution serving over 37,000 students and supported by roughly 290 front and back office operations staff, relied on NICE Workforce Management (WFM) for scheduling and paid time off (PTO) planning. While most teams used WFM’s vacation bidding, the Admissions team preferred spreadsheets, creating administrative inefficiency, coordination problems, and potential service gaps; the university’s 2017 goal was full adoption for 2018 PTO scheduling.

Capella expanded NICE WFM’s vacation bidding with focused change management, training, and hands‑on support for Admissions. The rollout achieved 100% adoption, 100 administrative hours saved annually, 47% of 2018 PTO planned after three bidding rounds (up from 17%), waitlisted hours down to 4% (from 11%) with only 44 waitlist requests (vs. 133), a 0.3% rule‑violation rate, and 100% employee satisfaction, while maintaining consistent service levels.

Capella University

Brian Schaeppi

Senior Planning & Reporting Analyst