Case Study: Hollywood Bowl boosts forecasting, service levels and employee engagement with Peopleware

Hollywood Bowl - Customer Case Study

Hollywood Bowl, a UK-based leisure and entertainment company, faced significant workforce management challenges using manual spreadsheets. Their forecasts were often inaccurate and lacked the granularity needed for efficient scheduling, leading to poor service levels and high agent turnover. This outdated process was labor-intensive for planners and prevented the company from meeting its customer service goal of answering 90% of calls within 20 seconds.

By implementing the workforce management platform from Peopleware, Hollywood Bowl achieved transformative results. The solution provided highly accurate, AI-driven forecasting and optimized scheduling, which dramatically improved service levels to consistently hit 90% and boosted first-contact resolution. The measurable impacts included a reduction in agent turnover from 10% per month to 5% per year and a 20% reduction in peak-season headcount. Peopleware also enabled a dramatic improvement in schedule adherence, which rose from 72% to 95% within six weeks.

Hollywood Bowl

Stacie Babb

Head of Customer Contact