O2 is the commercial brand of Telefonica UK Limited and is a leading digital communications company with the highest customer satisfaction for any mobile provider according to Ofcom, with over 23 million customers.
Prior to engaging with RotaGeek, spreadsheets were used to schedule staff across the O2 stores. This created a number of challenges. For example, spreadsheets are time consuming to create, difficult to share and they did not provide central team oversight of staffing metrics. The O2 team set out to deliver a scheduling solution that allows stores greater agility to adapt to customer needs and enables central teams the insight to meet customer demand continuously.
After a 2-month proof-of-concept trial in July and August 2014, we implemented RotaGeek across the 267 company-owned O2 UK stores in two phases between January and February 2015. With a series of daily webinars, we achieved 84% store engagement within 14 days and 99% store engagement within 21 days.
After just 6 months we are already exceeding expectations.
By Q3 2015, O2 were able to identify 6,300 hours per week of staff time that was reinvested in the customer experience without increasing costs. As a result of more targeted, data-driven staff scheduling, stores have also seen a decreased reliance on overtime. This means that £2.5M in staff costs was more effectively utilised, giving a 20-fold return on investment.
Download the pdf of RotaGeek and O2 case study.
Sarah Cowen, Operational Efficiency Manager