This Fortune 500 travel and hospitality platform operates a complex mix of in-house and outsourced back-office teams responsible for high-volume transactional work. These teams manage critical support processes across multiple regions and vendors, making consistent performance visibility essential.
In a hybrid and work-from-home environment, the challenge of managing distributed teams is amplified. Leaders were receiving reports from different sources with no unified view, making it difficult to benchmark productivity, reallocate capacity, or identify opportunities to improve performance.
Despite investing in reporting tools and vendor oversight, the customer still struggled with:
Without a consistent, real-time view of how work was being done, leaders struggled to make data-driven decisions around coaching, staffing, and workflow improvements.
8Flow was deployed across the back-office teams and within days, leaders had a real-time understanding of how work was being done, including:
For one team, Workforce Managers and Team Leads were trained on 8Flow’s Real-Time Analysis view. This gave them immediate visibility into how their agents were performing, enabling more precise coaching and workload management. Within two weeks, the team achieved a 26% increase in agent productivity leading to 8% increase in cases closed across the team.
These gains were realized without any additional headcount, system changes, or process redesign - simply by giving leaders the data and tools to act in real time.
Within just two weeks, the team achieved:
With a unified, consistent view of productivity across both in-house and BPO teams, the customer now has a scalable model to drive continuous efficiency gains across its global hybrid workforce.
Right now, with so many of our teams working from home, 8Flow has been especially valuable. Looking at the data, it’s clear that it’s helping us reduce the operational loss from unproductive hours.
— Risk & Compliance Program Manager
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