Case Study: U-Haul International achieves scalable remote contact centers and hundreds of saved man-hours with Verint Systems

U-Haul International - Customer Case Study

U‑Haul, a moving and storage company that handles about 1 million transactions a month and 25 million contact center calls annually across 12 lines of business, experienced rapid contact center growth (from 400 to 2,500 agents between 2010 and 2020) and needed to simplify operations, control costs, and support a largely remote workforce with flexible schedules.

By deploying Verint Workforce Management and its mobile app, U‑Haul automated forecasting, scheduling, time‑off approvals and shift swaps—enabling agents to work from home and pick up or swap shifts on the fly. The solution delivered instant approvals and scalability, processing 16,000 time‑off requests and 36,000 shift swaps in a year, eliminating hundreds of man‑hours (equivalent to 30–40 FTEs), improving productivity, and reducing costs while enhancing employee work‑life balance and customer service.

U-Haul International

Joel White

Forecasting Manager