Case Study: Seasalt Cornwall improves customer service and workforce efficiency with Peopleware

Seasalt Cornwall - Customer Case Study

Seasalt Cornwall, a retail company, faced challenges in managing its customer service operation due to relying on inflexible Excel spreadsheets for forecasting and scheduling. This led to inaccurate forecasts, inconsistent service delivery across channels, and employee burnout. To address this, they sought a robust workforce management (WFM) solution from a vendor like Peopleware.

After evaluating options, Seasalt Cornwall implemented Peopleware's workforce management solution. The implementation was quick and seamless. The results were significant, including a nearly 4-hour reduction in ticket response time, an increase in service level to 97.41%, and a decrease in call wait times. Peopleware provided the data-driven insights needed for better forecasting and scheduling, improving both customer experience and employee satisfaction.

Seasalt Cornwall

Sophie Littlefair

Senior Customer Service Manager