A major travel and hospitality company operates distributed back-office teams across multiple regions, combining in-house staff with outsourced partners. Leaders faced a critical visibility gap: reports came from disparate sources without a unified view, making it difficult to track productivity, manage capacity, or benchmark performance across teams—especially challenging in a hybrid, work-from-home environment.
The Challenge
The organization struggled with several key issues:
- Lack of centralized visibility across in-house and vendor teams
- Inability to compare productivity metrics at individual and team levels
- Difficulty identifying capacity gaps or operational bottlenecks
- Limited capacity for systematic performance improvement
- Challenges managing distributed, hybrid workforces effectively
Without real-time data, leadership couldn't make informed decisions about coaching, staffing adjustments, or workflow enhancements.
The 8Flow Approach
The platform provided immediate, real-time insights:
- Agent-level productivity metrics tracked minute-by-minute
- System usage breakdown throughout shifts
- Workload distribution comparisons across teams
Workforce managers trained on 8Flow's Real-Time Analysis feature gained immediate visibility into agent performance, enabling targeted coaching and better workload management.
Results
Within two weeks, the team achieved:
- 26% increase in agent productivity through real-time visibility
- 8% increase in cases closed
These improvements occurred without additional hiring, system overhauls, or process changes—solely through data-driven management insights.
"8Flow has been especially valuable helping us reduce the operational loss from unproductive hours." — Risk & Compliance Program Manager