Surfboard provides a workforce management platform that integrates data from various systems to enhance capacity planning and automate scheduling for customer support teams. By improving staffing accuracy by over 60% and reducing BPO costs by 30%, Surfboard addresses inefficiencies in resource management and operational performance.
Funding
$4.9M raised to dateRaised to date based on public sources. This may differ from the amount the company actually raised and is based only on what is publicly available on the internet.
FVFounders
Product
Problem
Customer support teams often struggle with inefficient workforce management, leading to inaccurate capacity planning, overstaffing, understaffing, and difficulty managing both in-house and outsourced teams. This results in increased operational costs, reduced agent performance, and difficulty meeting service level agreements (SLAs).
Solution
Surfboard is a workforce management (WFM) platform designed to optimize customer support operations by integrating data from various systems to enhance capacity planning and automate scheduling. The platform provides forecasting and scenario planning tools to improve staffing accuracy, real-time management features to adapt to changing conditions, and performance reporting to track and improve team performance. Surfboard also facilitates the management of both in-house and business process outsourcing (BPO) teams, offering consolidated insights and analysis to reduce BPO costs and ensure data equality across diverse teams. By streamlining resource management and providing data-driven insights, Surfboard enables support teams to operate more efficiently, improve agent adherence, and reduce operational expenses.
Target Audience
Surfboard primarily targets customer support teams, including managers and workforce planners, who seek to optimize their operations, improve staffing accuracy, and reduce costs, as well as BPO teams.
Features
- Integrates with ticketing, telephony, CRM, and HRIS systems to centralize data for capacity planning.
- Provides forecasting and scenario planning tools to improve staffing accuracy by over 60%.
- Offers automated, goal-led intraday scheduling to improve utilization by 17%.
- Includes real-time dashboards to monitor shrinkage, adherence, and performance across teams.
- Generates performance reports to track behavioral trends, productivity, and adherence.
- Facilitates BPO management with consolidated insights and analysis, reducing BPO costs by 30%.
- Offers a REST API and Slack integrations to push data where teams work.