Case Study: Mercuryo achieves 90%+ service levels with Dialpad WFM

Mercuryo attains a 90%+ service level with Surfboard

Mercuryo, a global payments infrastructure platform, faced significant challenges in managing its customer support team across three geographies. Using spreadsheets to schedule rotating shifts and non-inbound tasks like KYC checks was inefficient and created confusion with time zones. The company needed a better way to forecast demand and meet its target of a 90% service level for responding to live chats within five minutes.

By implementing Dialpad WFM, Mercuryo automated its complex shift rotations and integrated the tool with its existing tech stack, including Intercom and Slack. This provided a single source of truth for scheduling and allowed for customized intraday planning. As a result, Dialpad enabled Mercuryo to efficiently manage time zones and maintain a service level of over 90%, all while onboarding the new system in just one week.

Mercuryo

Phil Andrews

Head of Customer Service