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Streamlining customer service planning: How Teamlead transformed Cazas Wonen
""The key results of Teamlead include greater overview and clarity in the planning process, improved communication, and a fairer distribution of tasks.""
Andri Bonte
Team Lead Customer Service
Challenges
Planning within the customer contact department had long been a challenge. The use of multiple platforms, such as Excel and Outlook, meant there was no clear overview. This led to confusion and inconsistent follow-up of schedules. Not only was this time-consuming, it also required a lot of extra puzzle work, especially when changes had to be made.
“By using different platforms, we lacked a clear overview.”
Before Teamlead was implemented, analyzing workloads was time-consuming and inefficient. The planner had to spend a great deal of time creating schedules, while employees had little insight into what was expected of them. In addition, there was no long-term planning and no way to properly anticipate future peak periods.
Solution
With the introduction of Teamlead, this process has improved significantly. Teamlead provides a single, clear overview of which employees are available, what their tasks are, and where they are scheduled. This allows Cazas Wonen to achieve a fairer and clearer distribution of tasks, while also anticipating busy periods more effectively by scheduling additional staff when needed.
“The mobile app simplifies communication around the roster.”
Thanks to Teamlead, there is now also a mobile app that simplifies communication around scheduling and gives employees more independence. In addition, the system supports long-term planning and ensures better staffing levels. Through the system’s integration capabilities, it is even possible to predict when additional staff will be needed, further increasing efficiency and predictability.
The key results of Teamlead include greater overview and clarity in the planning process, improved communication, and a fairer distribution of tasks. Employees now know exactly what is expected of them, and changes can be made quickly and easily. This has ultimately led to greater employee autonomy and more effective remote management, significantly improving the overall planning process at Cazas Wonen.
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