Case Study: CrestaCars saves time and wages with Peopleware

CrestaCars - Customer Case Study

CrestaCars, a private hire taxi company, faced significant challenges in manually scheduling its 24/7 call center team using an Excel spreadsheet. The process was extremely time-consuming for Operations Manager Stephanie McDowall, taking roughly three weeks to complete a single month's roster. This left her with no time to focus on other responsibilities. Furthermore, the company lacked proper data to evaluate if schedules were effectively covering call volume or if staff were being utilized efficiently. To address this, they turned to the vendor Peopleware for its workforce management solution.

By implementing Peopleware, CrestaCars automated its scheduling processes, which reduced the time to create a monthly roster from three weeks to just half a day. The solution provided clear data for optimization and gave agents self-service capabilities through the Peopleware Me portal for shift swaps and time-off requests. This led to a measurable impact: a reduction in headcount from 30 to 23 full-time employees through natural turnover, resulting in significant wage savings. Peopleware freed up 90% of the manager's time, allowing her to focus on other critical business areas.

CrestaCars

Stephanie McDowall

Operations Manager