Case Study: Sallie Mae achieves hundreds of annual hours saved and higher agent satisfaction with NICE Systems Workforce Management

Sallie Mae - Customer Case Study

Sallie Mae, a leading U.S. education lending company, needed a more powerful contact-center solution to improve forecast accuracy, schedule delivery and adherence, and agent satisfaction. Their prior WFM vendor left teams spending excessive time on manual scheduling and provided limited insight; Sallie Mae required daily forecast variance within 3%, better schedule allocation, and tools to free supervisors for higher‑value work.

Partnering with NICE, Sallie Mae deployed NICE Workforce Management plus Value Realization Services, SmartSync integrations and Employee Engagement Manager to consolidate queues, automate rosters and streamline scheduling. The changes delivered an estimated 395 annual hours saved across forecasting, pattern scheduling, meeting coordination, overtime and manager input, improved FTE efficiency (‑33% in Sales, ‑35% in Customer Care), better intraday reporting and visualization (Tableau), and higher agent satisfaction through greater schedule flexibility.

Sallie Mae

Brian Trumbull

Vice President Business Optimization