Case Study: RIFF achieves 24/7 seamless international web care scheduling with Soon

International web care team operating around the clock

RIFF, a multi‑award‑winning digital agency headquartered in Amsterdam with offices in Jakarta and Singapore and a team of 300+ people, needed reliable scheduling for its Jakarta engagement centre to deliver 24/7 web care across three countries (Indonesia, Philippines and Singapore). RIFF’s web care team handles customer inquiries across Facebook, Instagram, web forms, email and WhatsApp and required a scheduling solution that could manage continuous shifts and regional availability. Soon was chosen to provide that scheduling software.

Soon implemented its scheduling tool and PWA so planners can view staff availability, employees can self‑schedule or request time off, and managers can adjust hours in real time. The Soon solution streamlined shift planning, ensured uninterrupted 24/7 coverage across 2 time zones and 3 countries, reduced gaps in customer service availability, and saved managers significant scheduling effort by enabling employees to manage their own schedules.

RIFF

Indah Permata Sari

Manager Operations