Case Study: Neo Financial achieves 2–3% forecasting accuracy and boosts Monday–Tuesday service levels to 80–90% with Playvox

Neo enhances employee engagement, drives productivity, and fosters a collaborative work environment with digital WFM

Neo Financial, a Canadian fintech reimagining banking without branches, faced operational hurdles that were hurting service and planning. Incorrect data mapping produced inaccurate forecasts, a separate Zendesk/AWS instance and reorganization during implementation disrupted integrations, and complex mixed full-time/part-time schedules made staffing unpredictable. To address these issues they engaged Playvox and deployed Playvox Workforce Management.

Playvox implemented advanced forecasting, optimized workforce management, and stronger reporting while Neo and Playvox corrected data mapping and preserved data integrity across integrations. The results included forecasting accuracy within a 2–3% margin, service levels on Mondays and Tuesdays rising from about 25% to 80–90%, and a major boost in productivity and service quality thanks to better staff allocation.

Neo Financial