Case Study: QuestionPoint achieves streamlined global scheduling and reliable 24/7 live‑chat support with TCP Software (Humanity)

QuestionPoint - Customer Case Study

QuestionPoint is a global 24/7 reference cooperative made up of over 500 participating libraries (from Hawaii to the UK) that fields around‑the‑clock librarian coverage across multiple cooperatives and languages. Their legacy, custom scheduling tool from 2001 could only display a single time zone and forced full‑hour shifts, creating coordination and coverage challenges. To modernize scheduling and support, QuestionPoint engaged TCP Software and its Humanity scheduling/24/7 Live Chat service.

TCP Software implemented Humanity to replace the outdated scheduler and provide ongoing 24/7 live chat support, enabling more flexible, multi–time‑zone scheduling and practical shift management so QuestionPoint can sustain continuous service across its 500+ libraries. Since adopting Humanity, QuestionPoint reports reliable, professional support from TCP Software and staff praise Humanity’s 24/7 Live Chat help, improving operational flexibility and vendor responsiveness.

QuestionPoint

Wren Spangler

QuestionPoint