Within large customer service organizations, the process of requesting and managing holiday time is often complicated for employees, schedulers, and managers.
The organization of these companies is complex and is usually divided into markets according to the language of the customers, and into categories related to the product for which they provide a service such as sales, after-sales, technical support, among others.
On most occasions, workers manage several products or services, which increases the complexity of the issue; therefore, the staff in charge of organizing schedules and vacations is faced with a complicated situation when it comes to time management, as they must cover the client's needs while at the same time offering time off to their staff.
In our study, we identified all the parties involved, focusing our prototype on agents, as they represent the bulk of the needs and are the most affected.
To request vacation, the employee must visit several websites, navigating difficulties such as: viewing their options in real-time, local holidays, seasons of high work demand, and the amount of vacation generated and taken. Some companies do not even have tools for this management. All this added to the response time on the part of the company can become a big problem for planning travel and family time.
Currently, there is no tool on the market specifically aimed at this type of organization that takes into account the number of variables mentioned above, so most of those involved must resort to various software to manage them.
Our goal is to create a B2B SaaS Web App with considerable advantages, which is adapted to all customer service companies.
Hi Days is the request management tool for companies dedicated to Customer Service, with large numbers of employees and a high volume of seasonal work. It seeks to solve the query in different platforms and the large number of steps needed to request holidays, having all the information in one place. It is developed by users of different hierarchies within the organization.
Gabriela Farias: Gender Female, 32 years old.
Profession: Technical support advisor
Residence: Barcelona, Spain
Gabriela practices triathlon. She is passionate about cycling.