Case Study: Vodafone boosts in-store close rates and scheduling efficiency with NICE Systems' IEX Workforce Management

Vodafone - Customer Case Study

Vodafone applied contact-center workforce management principles to its European retail stores—beginning with pilots in the Czech Republic and the UK—to tackle inconsistent scheduling, unpredictable footfall and visible in-store queues that led to customer walkouts and lost sales. The challenge was to build accurate, up-to-date intraday forecasts and staffing plans that account for different visit reasons and abandonment behavior across hundreds of locations and 2,500 agents.

Using NICE IEX Workforce Management with SmartSync to feed footfall data and simulate visit types, Vodafone created intraday forecasts, centralized scheduling rules and targeted part-time staffing. The program improved scheduling accuracy and efficiency across more than 350 UK and Czech stores, boosted in-store close rates and reduced walkouts, provided actionable traffic and visit-insight, and delivered an expected uplift in annual UK store sales while increasing productivity without additional headcount.

Vodafone

Andrew Hyde

Estate Scheduling Manager