Case Study: Simply Business improves adherence and workforce planning with Puzzel WFM

Simply Business transforms its agent experience and increases adherence from 50 to 80% in just a few weeks with Puzzel’s cloud WFM solution

Simply Business, a UK-based business insurance provider for SMEs, faced a challenge in managing its contact center workforce efficiently. Without a dedicated workforce management (WFM) solution, the company had limited insight into consultant workload and was experiencing low schedule adherence, which it estimated to be around 50%. They sought a solution to better target and manage their consultants' time to improve both agent engagement and customer service.

The company implemented Puzzel’s Workforce Management solution, which provided an agile, data-centric, and multi-skilled scheduling system. The deployment was fast, and Simply Business saw immediate value, gaining the ability to identify over and understaffing and proactively amend shifts. This resulted in more engaged agents, happier customers, and the ability to use data to support agent wellbeing. Puzzel's tools also provided powerful forecasting and real-time insight, allowing for immediate action to maintain a high service level.

Simply Business

Joshua Kirkbride

Resource Planner