Case Study: Utility Warehouse achieves £100,000 annual admin savings and 11% forecast accuracy improvement with NICE Systems Workforce Management (IEX)

Utility Warehouse Answers Key Agent and Customer Needs with NICE IEX Workforce Management

Utility Warehouse (UW) is the UK’s leading multiservice utility provider, serving customers with bundled energy, mobile, broadband, insurance and cashback services through a national network of Partners. Rapid, double-digit growth exposed weaknesses in UW’s manual workforce management processes—its incumbent WFM couldn’t handle multi-skilled scheduling, automated holiday planning or rules-based swaps, causing errors, heavy administration and multiple spreadsheets for payroll and HR.

Implementing NICE Workforce Management delivered a natively integrated WFM with real-time bidirectional data sync and agent self-service for schedule swaps, day-off preferences, breaks and automated holiday handling. The change cut WFM administration costs by £100,000 annually, improved forecast accuracy by 11%, reduced agent attrition by 11%, lowered absenteeism by 7%, and supports roughly 1,000 automated lunch/break adjustments each month.

Utility Warehouse

Rob Harris

Chief Operating Officer