Case Study: Freshly Cosmetics improves peak-season scheduling and forecasting with Dialpad WFM

Freshly Cosmetics plan for peaks with Surfboard

Freshly Cosmetics, an online provider of natural beauty products, faced a challenge in efficiently managing its 30-person Customer Love team across five countries. They struggled to balance providing service across multiple channels with allowing adequate time for non-service related projects, prompting them to seek a solution for automated forecasting and fair scheduling from the vendor Surfboard.

Surfboard implemented its WFM product to optimize team scheduling and labor forecasting. The solution provided automated, fair weekly schedules and, crucially, adapted to handle major peaks like Black Friday by creating proactive staffing plans. This saved the team significant time in scheduling, ensured they were well-staffed during critical periods, and guaranteed employees had a balanced workload.

Freshly Cosmetics

Marina Romero

Customer Love Manager