Freshly Cosmetics plan for peaks with Dialpad WFM
Freshly Cosmetics is an online provider of natural beauty products. Operating in five countries, Freshly’s customer love team responds to questions over the phone, email, chat, and social media.
Dialpad WFM helps us organize ourselves better, cover all our responsibilities and provide better service to our customers.
Marina Romero
Customer Love Manager, Freshly Cosmetics
Freshly’s challenges
Freshly, a customer-centric company operating in Spain, Portugal, Italy, France, and the UK, faced challenges in efficiently managing its internal Customer Love team made up of 30 members. One of the major hurdles was ensuring that team members had ample time for non-service related projects while also meeting the demands of various service channels. This prompted Freshly to seek solutions for automated forecasting and fair scheduling to enhance overall team productivity.
How Dialpad WFM helped Freshly
Optimizing shift scheduling
Freshly partnered with Dialpad WFM to address its challenges and optimize team scheduling. By inputting the skills and availability of different team members into Dialpad WFM’s system, Freshly received weekly schedules empowered by Dialpad WFM forecasts. This ensured that Freshly always had an adequate number of staff to cover their channels, while also maintaining fairness in the distribution of workload among employees.
Dialpad WFM’s schedules not only met service requirements but also allowed the customer love team to allocate sufficient time for non-service related projects. The utilization of Dialpad WFM’s “20% time” feature further contributed to a balanced work structure.
Labor forecasting
Like a lot of e-commerce companies, Freshly sees huge peaks every year around Black Friday. In preparation for increased customer demands, Freshly collaborated with Dialpad WFM to develop proactive schedules and forecasting. Dialpad WFM adapted to Freshly’s growth model, adjusted forecasts and schedules, and guaranteed that Freshly had a well-staffed team to provide exceptional service during this critical period.
The support provided by Dialpad WFM significantly reduced the time spent on scheduling and forecasting, offering a streamlined approach to team planning in what would typically be a chaotic month for Freshly’s Customer Love team. marina from freshly cosmetics
We had a larger team supporting us in Customer Love during Black Friday in order to assist our customers efficiently and quickly. Dialpad WFM adapted schedules accordingly, as well as managing the new tasks that needed to be organized. Schedules were created in record time taking all the alterations into account. Additionally, we used to manually manage scheduling ourselves and now Dialpad WFM manages most of it, saving us time in both creating and making changes.”
Marina Romero
Customer Love Manager, Freshly Cosmetics
Book a demo today
If your organization is facing similar scheduling challenges, get in touch with us to see how Dialpad WFM can help streamline your operations and enhance your efficiency.