Case Study: Hiab UK reduces abandoned calls to 4% with Soon

Hiab UK cuts abandoned calls to 4% with Soon

Hiab UK, a provider of on-road load handling solutions, faced challenges in scaling its service operation due to a heavy reliance on manual spreadsheet scheduling. This reactive approach made it difficult to maintain consistent service levels, coordinate breaks, and provide leadership with a clear view of operations, leading to issues like missed calls and increased team stress. They partnered with vendor Soon to find a solution.

By implementing Soon's workforce management system, Hiab UK replaced its spreadsheets with a centralized, automated scheduling platform. The solution provided clear visibility, allowing for proactive planning and the balancing of multiple operational constraints. The results were significant: abandoned calls were reduced from peaks of 46% to an average of 4%, non-voice activity generated up to 27% additional revenue, and employee satisfaction with work/life balance increased by 19% year-on-year. Soon enabled Hiab UK to transform into a structured, predictable, and scalable operation.

Hiab UK