Case Study: Utility Warehouse

Utility Warehouse Answers Key Agent and Customer Needs with NICE IEX Workforce Management

Switching to NICE WFM improved forecasting, efficiency, and agent performance.

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Customer Story

  • CUSTOMER PROFILE


    ABOUT
    Utility Warehouse (UW) is the UK’s leading multiservice utility provider. UW offers customers a range of products and services through one account. Customers can choose energy, mobile, broadband, insurance and a cashback card and can get discounts when they take multiple services. UW acquires its customers through a network of Partners across the country. These Partners recommend UW’s services to friends, family and people they know.
    INDUSTRY
    Utilities, Financial Services
    WEBSITE
    www.uw.co.uk
    LOCATION
    London, England
    SIZE
    1,250 Agents
    NICE SOLUTIONS

     

    CHALLENGE


    Before implementing NICE Workforce Management, Utility Warehouse relied on manual workforce management processes which did not suit its multi-skilled environment and created extra costs and administration for the business. Years of double-digit growth placed a strain on the incumbent WFM solution, which lacked automated holiday scheduling and rules-based scheduling swaps. This led to errors and omissions and an inefficient system of admins creating multiple spreadsheets for re-entry into payroll and HR systems.


    • “As a rapidly growing business, it's vital that we provide our people with the tools to help them work more efficiently and enjoyably. NICE Workforce Management has enabled us to give our people more flexibility and autonomy over their schedules, whilst improving our productivity and forecasting accuracy. It has been crucial to helping us look after our growing customer base.”

      ROB HARRIS

      CHIEF OPERATING OFFICER
      UTILITY WAREHOUSE

    SOLUTION


    Implementing NICE Workforce Management gave UW a natively integrated WFM solution that eliminated costly overheads, improved real-time bidirectional data sync, and accommodated agent requests that were previously difficult or impossible to grant. Agents can now conduct their own schedule swaps, set day off preferences, move their breaks and lunches, and benefit from an automated holiday process. UW has realized savings and gains in several areas, including a £100,000 annual reduction in administrative costs, an 11% gain in forecast accuracy, an 11% reduction in attrition, and a 7% reduction in absenteeism.

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