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

About the Company

The customer is an American company that delivers contact center solutions. They employ several thousand people.
The users were companies that needed to:
  • Plan the workload of remote employees
  • Create a schedule based on staff qualifications
  • Meet their clients' fluctuating staffing needs
About the Users

About the Users

The users were companies that needed to:
  • Plan the workload of remote employees
  • Create a schedule based on staff qualifications
  • Meet their clients' fluctuating staffing needs
The Challenges
TThe core challenge for many companies was distributing support staff to clients quickly and efficiently. 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 core challenge for many companies was distributing support staff to clients quickly and efficiently. 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  • The source code was outdated and unusable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  • The source code was outdated and unusable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 deployed. This helped prevent significant disruption to the client's business operations.

2
Ideas
ITUniversum proposed new ideas that substantially enhanced how the company managed its personnel. New application features were proposed, designed, and developed.

3
Speed-up
A bonus system was introduced and built into the application. It awards bonuses to support staff for working a set number of hours, granting them various perks. This increased staff motivation and accelerated the filling of open slots in schedules.

4
UX/UI
The application interface became much easier and more user-friendly. The new interface incorporated gamification elements. Working with the application became simpler and more attractive for users.
The Solutions
1
Maintenance
The ITUniversum team maintained the existing application before the new version was written and deployed. This helped prevent significant disruption to the client's business operations.

2
Ideas
ITUniversum proposed new ideas that substantially enhanced how the company managed its personnel. New application features were proposed, designed, and developed.

3
Speed-up
A bonus system was introduced and built into the application. It awards bonuses to support staff for working a set number of hours, granting them various perks. This increased staff motivation and accelerated the filling of open slots in schedules.
4
UX/UI
The application interface became much easier and more user-friendly. The new interface incorporated gamification elements. Working with the application became simpler and more attractive for users.
The idea was to create a tool that would allow:

Managers

to create work schedules and open available slots for each client

Support staff

to view and book available slots for their assigned clients

The idea was to create a tool that would allow:

Managers

to create work schedules and open available slots for each client

Support staff

to view and book available slots for their assigned clients

The redesigned application includes:
  • Schedule creation 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)
  • A staff directory, bonus system access, and a chat feature in the admin panel
  • 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 includes:
  • Schedule creation 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)
  • A staff directory, bonus system access, and a chat feature in the admin panel
  • 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
The ITUniversum team improved the efficiency of the client's business processes.
  • Server stability was restored
  • A working version of the application was implemented
  • All work was delivered within the agreed time and budget, covering both new development and maintenance of the legacy application
  • All source code and application management were transferred to the company upon completion
The Results
The ITUniversum team improved the efficiency of the client's business processes.
  • Server stability was restored
  • A working version of the application was implemented
  • All work was delivered within the agreed time and budget, covering both new development and maintenance of the legacy application
  • All source code and application management were transferred to the company upon completion
Thanks to ITUniversum's work, the company achieved:
  • Stability
    Daily operations are now running smoothly, supported by a new reliable application with all necessary features.
  • Business Growth
    Managing staff has become simpler and more efficient, requiring less time from managers. This gives the business more resources to grow.
  • 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 have increased dramatically with a bonus system in place within the application as well as a user-friendly interface.
Thanks to ITUniversum's work, the company achieved:
  • Stability
    Daily operations are now running smoothly, supported by a new reliable application with all necessary features.
  • Business Growth
    Managing staff has become simpler and more efficient, requiring less time from managers. This gives the business more resources to grow.
  • 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 have 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