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About The Company
The customer was an American company that delivers contact center solutions. They employ several thousand people.

About The Company

The customer was an American company that delivers contact center solutions. They employ several thousand people.
The users were companies that need to:
  • Plan the workload of remote employees
  • Create a schedule based on staff qualifications
  • Serve their customers’ changing needs for personnel
About The Users

About The Users

The users were companies that need to:
  • Plan the workload of remote employees
  • Create a schedule based on staff qualifications
  • Serve their customers’ changing needs for personnel
The Challenges
The problem many companies faced was quickly and efficiently distributing support staff to their clients. Many issues were due to:
Remote Work
Due to the COVID-19 pandemic, the customer company had to transfer most of its staff to remote work.
Certification Requirements
Call center employees must be certified to work with particular clients.
Changing demand
Customers' needs for a given number of support people are not constant.
The Challenges
The problem many companies faced was quickly and efficiently distributing support staff to their clients. Many issues were due to:
Remote Work
Due to the COVID-19 pandemic, the customer company had to transfer most of its staff to remote work.
Certification Requirements
Call center employees must be certified to work with particular clients.
Changing demand
Customers' needs for a given number of support people are not constant.
The customer had worked with another third-party developer on the application, however:
  • Developers stopped communicating with the company
  • The company did not have an IT department
  • Servers periodically crashed
  • and required expensive maintenance
  • The application did not work
  • The source code was outdated and unusable
The customer had worked with another third-party developer on the application, however:
  • Developers stopped communicating with the company
  • The company did not have an IT department
  • Servers periodically crashed
  • and required expensive maintenance
  • The application did not work
  • The source code was outdated and unusable
The Solutions
1
Maintenance
The ITUniversum team maintained the existing application before the new version was written and submitted. It helped avoid a significant slowdown in the customer's business processes.

2
Ideas
ITUniversum suggested new ideas that qualitatively improved work with the company's personnel. A new application functionality was proposed, designed, and developed.

3
Speed-up
A bonus system was invented and built into the application. It accrues bonuses to the support staff for working a certain number of hours, giving them different benefits. That increases staff motivation and accelerates the closing of slots in the schedules.

4
UX/UI
The application interface has become much easier and more user-friendly. The new interface contained gameplay elements. Working with the application has become more simple and more attractive for users.

The Solutions
1
Maintenance
The ITUniversum team maintained the existing application before the new version was written and submitted. It helped avoid a significant slowdown in the customer's business processes.

2
Ideas
ITUniversum suggested new ideas that qualitatively improved work with the company's personnel. A new application functionality was proposed, designed, and developed.

3
New functionality
A bonus system was invented and built into the application. It accrues bonuses to the support staff for working a certain number of hours, giving them different benefits. That increases staff motivation and accelerates the closing of slots in the schedules.
4
UX/UI
The application interface has become much easier and more user-friendly. The new interface contained gameplay elements. Working with the application has become more simple and more attractive for users.
The idea was to create a tool that allows:
1

Managers

to create a work schedule for each client and free slots for work

2

Support staff

to see and book free slots for available clients

The idea was to create a tool that allows:
1

Managers

to create a work schedule for each client and free slots for work

2

Support staff

to see and book free slots for available clients

The redesigned application provides:
  • The process of creating a schedule for clients
  • Booking work slots according to employee certification
  • Communication between support staff and managers
  • Integrations with payment systems and the ADP system (working time and payroll)
  • Support staff directory, access to bonus systems, and chat section for the admin section
  • Employee registration, access to a certification knowledge base, access to bonus systems, and chat section for the user section
  • IOS and Android compatibility
The redesigned application provides:
  • The process of creating a schedule for clients
  • Booking work slots according to employee certification
  • Communication between support staff and managers
  • Integrations with payment systems and the ADP system (working time and payroll)
  • Support staff directory, access to bonus systems, and chat section for the admin section
  • Employee registration, access to a certification knowledge base, access to bonus systems, and chat section for the user section
  • IOS and Android compatibility
Project Technologies
Backend:
Yii2 (PHP 8, MySQL)
Frontend:
Angular 12 (TypeScript, SCSS)
Mobile Application:
Flutter (Dart)

Project Technologies

Backend:
Yii2 (PHP 8, MySQL)
Frontend:
Angular 12 (TypeScript, SCSS)
Mobile Application:
Flutter (Dart)
The Results
We increased the efficiency of business processes in the company.
The server has been stabilized
A working version of the application has been implemented
All work was completed within the allotted time and budget for new development and maintenance on the old version of application
All codes and application management have been transferred to company after completion
The Results
We increased the efficiency of business processes in the company.
The server has been stabilized
A working version of the application has been implemented
All work was completed within the allotted time and budget for new development and maintenance on the old version of application
All codes and application management have been transferred to company after completion
With ITUniversum’s efforts, the company has accomplished:
Stability
Daily operations are now functional due to a new stable application with all necessary functions.
Business Growth
Managing staff has become straightforward and seamless, requiring fewer working hours for managers. This provides the business more resources to expand.
Higher Customer Satisfaction
The application has simplified and accelerated the distribution of support staff among clients resulting in improved customer service.
Motivated Employees
Staff motivation and engagement has increased dramatically with a bonus system in place within the application as well as a user-friendly interface.
With ITUniversum’s efforts, the company has accomplished:
Stability
Daily operations are now functional due to a new stable application with all necessary functions.
Business Growth
Managing staff has become straightforward and seamless, requiring fewer working hours for managers. This provides the business more resources to expand.
Higher Customer Satisfaction
The application has simplified and accelerated the distribution of support staff among clients resulting in improved customer service.
Motivated Employees
Staff motivation and engagement has increased dramatically with a bonus system in place within the application as well as a user-friendly interface.
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Get a free assessment!
Let us tell you how we can drive your business forward with our custom software solutions.
By clicking the button you agree to our Privacy Policy