When time is hard to track
Replacing a fragmented, manual process with a connected system that gives managers real visibility into team availability and puts smarter case assignment on autopilot.
BACKGROUND
A policy without a system
An unlimited PTO policy gives associates flexibility — but without a dedicated tool to support it, tracking time off becomes informal and inconsistent. Teams were using Outlook calendar invites to mark availability, an approach that was easy to miss and nearly impossible to view at a team level.
That visibility gap had downstream consequences: managers were distributing work using Excel spreadsheets, making decisions based on assumptions rather than real data. The result was a slow, manual process prone to errors that often led to uneven workloads.
PROBLEM
Two problems with the same root cause
The core challenge was a lack of connected data. Without a reliable way to see who was actually available, the team couldn't confidently assign cases and leadership had no foundation for keeping the team accountable.
PROCESS
Four weeks, one clear direction
Each week had a distinct focus — moving from understanding to alignment to iteration to handoff. No phase was skipped, and each one fed directly into the next.