Case Study: Virtuo improves multilingual 24/7 support forecasting with Dialpad WFM

Virtuo plan for multiple languages long-term with Surfboard

Virtuo, a premium car rental company operating in multiple European countries, faced the challenge of efficiently managing its 24/7 customer support across four languages and multiple channels. The company needed a way to make precise staffing adjustments to ensure optimal response times and maintain a high standard of customer experience. They turned to the vendor Surfboard and its product Dialpad WFM for a solution.

Surfboard implemented Dialpad WFM to provide Virtuo with detailed hourly forecasts of support tickets and to determine the exact number of staff required. This solution gave the company clear insights into staffing needs across different languages and channels, preventing both overstaffing and understaffing. Furthermore, Surfboard used historical data to help Virtuo plan its staffing and budget for the upcoming year, enabling strategic resource allocation and helping to maintain a resilient customer service operation.

Virtuo

Thibault de Roulhac

Director of Customer Experience