Teams that plan with Soon. In their own words.
A UK service operation, a US healthcare team and an Amsterdam housing association. What they changed, told by the people who plan.
- Service operation, UKAbandoned calls down to an average of around 4%.A service team moved from spreadsheets to planning ahead: week templates, break rules and a minimum number of people on the phones.Read the story
- DirectRxHealthcare, USOne schedule for about 200 team members.Separate department schedules became one, with activity plans out of Excel and hourly minimums for incoming calls.Read the story
- Housing, AmsterdamA housing association's customer service, planned in Soon.Week templates, schedule views and the app, and colleagues who swap working days themselves.Read the story
What changed at Hiab UK. In their own figures.
- abandoned calls on average, from peaks of up to 46%
- ~4%
- more overtime accepted at peak demand
- up to 28%
- saved a week by reusing templates
- ~3 hours
- year-on-year rise in their work/life balance score
- 19%
Figures Hiab UK reported in its approved case study; they are Hiab's, not a promise for your team. Read Hiab UK's story
What they say.
Soon has transformed how we run our UK service operation, giving us the structure, visibility and confidence to plan proactively, protect customer coverage, and create a more consistent and fair experience for our colleagues.
Soon has enhanced our process of analyzing the hours we allocate to each activity and better allocate those resources in the future.
Ease of use comes first, followed by the speed at which new functionality is developed. And just as importantly, the personal attention from the team really makes the difference.
We can now clearly see where gaps may appear and predict pressure points in advance.