James Gockelen, Head of Operational Support at Utility Warehouse (UW), and Dorota Tual, Senior Resource Planning Manager, partnered with SVL in April 2022 to implement NICE’s workforce management platform. 

After a thorough screening process, they selected SVL for their expertise, consultative approach, and commitment to finding the right solution for UW’s complex needs.

Together, this partnership has delivered transformative results, including:

  • Improved forecast accuracy for complex telephony routines.
  • Streamlined integration with HR and telephony systems.
  • Increased employee satisfaction, with team members empowered to manage their schedules.
  • Enhanced planning for back-office operations, driving efficiency across the business.

We caught up with James and Dorota to learn more about their journey with SVL and NICE.

A tailored approach to complex challenges

“We pretty much run five contact centres in one, each with its own intricate workflows,” explains James. “We needed a platform that could handle this complexity and allow us to model real life scenarios accurately.”

UW’s telephony routines and forecasting needs required a highly flexible solution. After evaluating eight providers, NICE stood out for its ability to replicate intricate call flows, integrate seamlessly with UW’s existing HR systems, and support advanced forecasting methodologies.

SVL played a key role in this selection process, providing best-practice insights and acting as an advisor throughout. “They didn’t push us toward one product but helped us decide what was best for our business needs,” Dorota adds.

Seamless implementation with expert support

Implementation began in April 2023, with a go-live date set for the end of August. SVL guided UW through the process, supporting integrations with HR and telephony systems, as well as tackling unique challenges like UW’s pioneering use of NICE’s native Genesys integration.

“The support from SVL was invaluable,” says Dorota. “When there were hurdles, they worked closely with NICE to ensure we got the adjustments we needed, providing a sense of assurance throughout.”

The phased rollout began with core functionalities like scheduling and overtime management. Additional features, such as break and lunch adjustments, were introduced gradually to ensure smooth adoption.

Driving operational efficiency and employee satisfaction

“Since deploying NICE, we have seen significant improvements in efficiency and employee engagement.

“Employees can now view and manage their schedules up to a year in advance, which has been greatly received and has enhanced work-life balance. Automated holiday processes have reduced administrative overhead, advanced analytics tools provide actionable insights, enabling process improvements across the organisation.”

“Our team loves the flexibility,” says James. “They can swap shifts, manage holidays, and access schedules from their mobile devices. This has been a game-changer for employee satisfaction and overall retention.”

Ongoing partnership and future plans

“The team at SVL feels like an extension of our own,” Dorota shares. “They’re approachable, responsive, and always ready to help us get the most out of NICE.”

Looking ahead, UW plans to expand its use of NICE’s platform to back-office operations, integrating with new systems to improve planning and productivity further.

“We’re excited about what’s next,” says James. “SVL continues to support us with best practices and innovative solutions. Their expertise has been crucial in maximising the value of our investment.”

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