Smartway halves support scheduling with Naumen WFM Cloud

2023: Naumen WFM Cloud Rollout

The travel service Smartway has implemented a WFM system for building work schedules for 200 customer support employees based on a cloud product. With Naumen WFM Cloud the help of the solution, the company moved to long-term planning of resources under the load and reduced the labor costs of managing schedules by half. This was Naumen announced on December 20, 2023.

Naumen WFM Cloud replaces manual scheduling of work hours in tables and allows quick scheduling, including training, for five customer support areas. The "smart" algorithm takes into account at the same time the need for employees, their preferences, the norms of the labor code, vacations, sick leave and other rules. This ensures efficient distribution of working hours and uniform loading of specialists.

To obtain data employees by status and to control discipline, it is implemented integration with the Intercom communication platform. The ability to receive daily reports on the operator's working day has increased the punctuality level by up to 90%.

Naumen's solution made it possible to get away from manual labor and reduce scheduling time from four to 1-2 hours. Counting the time worked by the employee and analyzing its workovers now takes up to 30 minutes instead of 2 hours of reporting in different tables, ─ commented Galina Popova, director of client service at Smartway.

For Smartway, the important condition for switching to the platform was the possibility of a test period. {{quote |The cloud version of Naumen WFM Cloud allows you to test the system for free for three months and only then decide on a paid subscription. For many, this option can replace piloting the system, checking its capabilities and operating scenarios, - said Roman Belyaev, head of Naumen WFM. }}