Case Study: KatKin scales support and improves forecasting with Surfboard WFM

Katkin expand their support team with Surfboard

Katkin, a cat care company, faced the challenge of maintaining its high standard of customer support and its 4.9-star TrustPilot rating amidst rapid growth and team expansion. To keep their customers happy and stay competitive, they turned to vendor Surfboard and its Dialpad WFM product to streamline their support team operations.

Surfboard implemented Dialpad WFM, which was seamlessly integrated with Katkin's existing Dixa software. This integration provided accurate forecasting and staffing calculations without needing engineering help. The solution allowed Katkin's team to spend less time on scheduling and more time on customer support, successfully enabling them to scale their operations while preserving their premium service quality.

Katkin

Luke Bishop

Head of CX