Case Study: Ostrom achieves a 4.8-star Trustpilot score with Dialpad WFM from Surfboard

Ostrom - Customer Case Study

Ostrom, a provider of renewable energy in Germany, faced the challenge of maintaining exceptionally fast customer service response times in a highly competitive utility market. Without a sophisticated forecasting tool, they relied on a basic Notion sheet for scheduling, making it difficult to ensure proper agent coverage for their live chat support and scale their operations efficiently. They turned to Surfboard and its WFM product to find a scalable solution.

By implementing Surfboard WFM, Ostrom integrated it with their Intercom and Personio systems to enable data-driven forecasting, automated scheduling around employee time off, and intraday management for both inbound and internal tasks. This solution provided the organization and visibility needed to optimize their team's workload. As a result, Ostrom achieved and maintained an industry-leading 4.8-star customer rating on Trustpilot.

Ostrom

Rahel Kunkel

Operations Lead