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Zen Internet

4 min read Download Case Study

The Challenge

Zen Internet needed a solution to support their growth strategy and help streamline their business.  They were using a number of Excel spreadsheets to plan, schedule and forecast staff which was time consuming and complicated.

There were inefficiencies which were having an impact on the customer experience. Zen wanted a system that was simple for both the management team and their advisors to use. As part of their ‘happy staff’ philosophy they wanted to find a solution that would make it easy for agents to easily check shifts, request shift changes, book annual leave (and get an instant response) and generally give them the flexibility to organise their lives outside of the office around their work commitments.

“Business Systems have been very helpful from start to finish. Teleopti is fantastic for creating different scenarios with my forecasting. The solution allows me to make informed decisions regarding assigning workload whilst being able to forecast with better accuracy”Lesley Bell, Operations Manager, Zen Internet
nexidia

About the Customer

Founded in 1995, Zen Internet has grown from a pioneering ISP into a company that provides a full range of data, voice and hosting services to business and residential customers across the UK. They have ambitious growth plans for the next ten years and aim to double in size and turnover.

Their people-centric approach remains at the heart of everything they do – happy staff, happy customers and happy suppliers. In fact, Zen’s people-first philosophy has secured them as one of the Sunday Times’ Top 100 Companies to work for.

Zen Internet
Technology

The Solution

As a staff centric organisation, Zen wanted to focus on the needs of the employee and found Calabrio Teleopti allowed this with the self-service app, MyTime.  Staff can access their schedule, check shifts, shift swap and process holiday/leave requests with instant responses. 

For Zen the ability to have the right number of people in the right place at the right time, means they are able to provide an improved customer service. They can now run forecasts quickly and efficiently, providing them with visibility into the current situation and ensuring that they are not set up for ‘a fail’.

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