Paymentology improve utilization by +17% with Dialpad WFM

Paymentology is a trailblazer in the fintech industry, offering a business current account tailored for startups, freelancers, and small businesses. Their platform combines a business current account with a Mastercard and a digital admin assistant, making financial management seamless for their clients.

Key results with Dialpad WFM

In under a year with Dialpad WFM, Paymentology were able to:

• Boost utilization by 17.4%

• Improve staffing efficiency by 11.4%

• Save the equivalent of 4 weeks of time through schedule automation

Paymentology’s challenges

Complex scheduling difficulties

As Paymentology expanded globally, the challenge of keeping up 24/7 coverage across multiple time zones became increasingly evident. At the heart of their operations is the Zendesk ticketing system, which sees a varying influx of tickets throughout the week. Coupled with the team’s presence on Slack, achieving consistent, round-the-clock support turned into a real challenge.

Sorting out holiday requests felt like playing Tetris for the Paymentology team, with overlaps often leading to team friction.

The diverse shift patterns, varied agent tenure levels, and the myriad of activities each shift had added layers of complexity. Paymentology needed a thorough, user-friendly, and intuitive scheduling solution to cater to their ever-changing operational demands.

How Dialpad WFM helped Paymentology

Dialpad WFM’s extensive integrations and scheduling tools provided Paymentology with the agility to manage fluctuating ticket volumes and complex activity structures. This ensured seamless global operations amidst their expansion, and reassurance that SLAs would be met.

Advanced integration with Zendesk and Slack

Dialpad WFM’s integration with Zendesk allows Paymentology to tap into ticketing insights, providing a clearer picture of customer interactions and ticket volume trends. This is complemented by real-time Slack notifications, ensuring agents remain on task and are always aware of their upcoming responsibilities.

The integration with HR platforms, notably HiBob, also streamlines scheduling for Paymentology’s global team. Holiday requests and other HR-related scheduling nuances from diverse locations are automatically reflected, reducing managerial efforts and ensuring precise shift coordination.

This integrated approach amplifies efficiency, ensuring Paymentology’s global clientele always receives timely and exceptional support.

Scheduling for 24/7 global service

Paymentology’s diverse global teams handle a wide range of activities. With metrics from Zendesk, team managers can optimize schedules to match ticket volume fluctuations. Dialpad WFM’s activity plans empower managers to swiftly create tailored schedules for each team, addressing unique activity demands of different markets with ease.

Round-robin shift scheduling

Recognizing the varied experience levels within Paymentology’s workforce, multiple round-robins ensure fair and appropriate shift distributions. This approach champions fairness and helps cultivate a motivated workforce.

With their diverse tasks they need scheduled such as system monitoring, customer interactions and internal tasks, Dialpad WFM’s scheduling ensures Paymentology’s global customer support operations are always equipped with the right personnel, 24/7.