Case Study: Tructyre improves service level by 32% with Peopleware

Tructyre - Customer Case Study

Tructyre, a commercial vehicle tyre sales and maintenance service, faced significant challenges in its Customer Experience Center. Inconsistent service levels, long customer wait times, and agent burnout were caused by inaccurate forecasting, inefficient scheduling, and a lack of visibility into staff activities. They selected the Peopleware workforce management (WFM) platform to overhaul their planning processes.

Implementing Peopleware provided Tructyre with accurate forecasting and optimized scheduling. Within five weeks, service level improved by 32% and the percentage of calls answered increased by 26%. Operating costs were reduced through a 2% decrease in FTEs, and employee satisfaction rose due to self-service features for shift swaps on smartphones. Peopleware enabled these measurable improvements and a new, more efficient way of working.

Tructyre

Jonathan O'connor

Resource Planning Manager