We partnered with a major health food retailer to design and implement a new Operating Manual with improved processes. Our objective was to establish a robust framework and set of principles that would govern the manual, ensuring a successful rollout to all locations nationwide.

Exevion was engaged to support a fast-growing digital contact centre to select a workforce management platform. Planning was managed through Excel, creating high manual overhead, up to 20% over-resourcing, and limited ability to adjust during the day. Exevion led a vendor selection, enabling a move to a scalable solution and improved control of service performance.