Case Study: Lowe’s achieves over $1M in savings and smarter scheduling with NICE Systems' Employee Engagement Manager

Saves Over $1 Million In First Eight Months with NICE EEM and VRS

Lowe’s, a leading home improvement retailer with roughly 300,000 employees and over 3,900 contact‑center agents handling millions of interactions weekly, struggled with an inflexible third‑party workforce management setup that required six makeshift add‑ons, heavy manual effort, little data integration, limited self‑service for agents, and routine overstaffing (about 20%). These constraints drove the company to seek a scalable, rules‑based solution that would improve scheduling accuracy, agent autonomy, and operational efficiency.

Lowe’s deployed NICE Employee Engagement Manager and NICE Workforce Management with support from NICE Value Realization Services, enabling mobile self‑service, automated approvals, state‑compliant business rules, and tighter data integration plus change management and training. In the first eight months the program delivered rapid returns: more than $1M saved, 434,000 hours of schedule changes automated, 22% of agents using self‑service daily, roughly $325K saved in admin labor, and multiple months of right‑sized staffing.

Lowe’s

Kenya Smith

WFM Senior Manager