Case Study: Paymentology achieves 17.4% higher utilization with Dialpad WFM

Paymentology improve utilisation by +17% with Surfboard

Paymentology, a fintech company providing business banking services, faced complex scheduling difficulties as it expanded its 24/7 global support operations. Managing multiple time zones, fluctuating Zendesk ticket volumes, and diverse team activities with manual processes was a significant challenge for their customer support team, leading to inefficiencies and team friction.

By implementing Dialpad WFM, Paymentology automated its scheduling, leveraging deep integrations with Zendesk and Slack. The solution provided advanced activity planning and round-robin shift distribution. Dialpad WFM helped Paymentology boost agent utilization by 17.4%, improve staffing efficiency by 11.4%, and save the equivalent of four weeks of managerial time through automation.

Paymentology

Jacqueline du Plooy

Regional Customer Support Manager