Case Study: Bloom & Wild improves forecasting accuracy by 33% with Dialpad WFM

Bloom & Wild improve forecasting accuracy by 33% with Surfboard to reduce BPO costs

Bloom & Wild, a direct-to-consumer flower delivery company, faced significant challenges in forecasting customer service demand due to its rapid 160% growth in 2020 and intense seasonal peaks. Relying on inefficient internal spreadsheets, the company needed a more accurate way to plan for its team of full-time, part-time, and outsourced agents to ensure flawless customer service. This led them to partner with vendor Surfboard and implement their WFM solution.

Surfboard WFM provided Bloom & Wild with granular, data-driven forecasts that predicted hourly ticket volumes, resulting in a 33% improvement in forecasting accuracy with a mean absolute percentage error of just 12%. The solution also enhanced collaboration with their outsourcing partners by providing advanced notice of staffing needs for peak periods. This allowed Surfboard to help Bloom & Wild effectively manage costs and scale operations, including preparing for events requiring an additional 100 agents.

Bloom & Wild

Caitlin Macrae

Customer Delight Manage