Case Study: Ecotricity cuts admin time 67% and boosts adherence with Verint Systems' Workforce Management Professional for Salesforce

Ecotricity - Customer Case Study

Ecotricity, founded in 1995 as the world’s first green energy company, supplies 100% green electricity and frack‑free gas to over 200,000 customers and uses customer bills to fund new renewable generation. Facing growing contact‑center demands, the company found spreadsheets for forecasting and scheduling were time‑consuming, error‑prone and unable to track performance or support future growth, so it sought a cloud workforce‑management solution that integrated with Salesforce and delivered actionable insights.

Ecotricity implemented Verint Workforce Management Professional for Salesforce, gaining tight Salesforce integration, automated forecasting and scheduling, and easy‑to‑use performance analytics. The change cut administrative scheduling time by 67% (from 2–3 hours to 1 hour per week), improved adherence by 10% (about 20 minutes per person per day), reduced after‑call work by 29% (3.5 to 2.5 minutes), enabled 85% automatic holiday approvals, and reduced agent idle time equivalent to two FTEs, while enabling targeted coaching and better peak‑volume management.

Ecotricity

Nick Benzie

Resource Planning & Reporting Manager