Case Study: Hometree streamlines 24/7 support scheduling with Dialpad WFM

Hometree automates 24/7 support team scheduling with Surfboard

Hometree, a UK-based provider of boiler protection insurance, faced significant challenges in managing the complex scheduling for its 24/7 multi-channel support team. Prior to using Dialpad WFM, the company relied on cumbersome spreadsheets that were difficult to manage, leading to version control issues and an inefficient, manual process for ensuring fair shift allocation among team members.

By implementing Dialpad WFM, Hometree automated its scheduling operations, integrating the platform with Google Calendar and Bamboo HR to streamline the entire process. The solution provided by Dialpad enabled Hometree to ensure fair shift patterns, manage multiple time zones for 24/7 coverage, and automatically account for time off. This resulted in saving team leads over 30 hours per month on scheduling, consolidating four systems into one, and helping Hometree become the highest-rated boiler insurance provider on Trustpilot with a 4.7-star score.

Hometree

Pranjal Arya

Chief Commercial Officer