Customer Success
Sento Corporation | Print |

Specializing in High-end Technical Support

Sento Corporation specializes in Right Channeling, a proven methodology designed to optimize customer contact channels to enhance brand loyalty, improve customer satisfaction, drive business initiatives and reduce service costs. The company’s flexible, custom solutions ensure its clients make informed choices for multi-channel communication that support their business goals and customer expectations.

In recent years, Sento’s business has grown rapidly. As business has expanded, managing the company’s contact centers with a homegrown workforce management system became a time-consuming task. “The system served us well as a smaller company,” said Mike Williams, vice president of operations for Sento. “But we’re growing rapidly. To support that growth, we needed a system with the advanced features and functionality required to effectively manage our centers.”

After thoroughly evaluating about a dozen workforce management systems, Sento chose the TotalView® Workforce Management system from IEX® Corporation. Just 60 days after installation, the company reports strong results.

“The biggest difference between using TotalView and our previous system is that it used to take a lot more time and resources to get the same job done,” said Williams.

Scheduling in Less Time with Fewer Resources

Sento quickly saw a reduction in the time and effort required to develop accurate schedules using TotalView. Previously, Sento relied on its 30 team leads to help with scheduling. Now Sento has just three people creating schedules, and it takes them half the time it took under the old system to do it.

“TotalView has made a significant impact on resource utilization,” said Williams.

Improved Forecasting Accuracy

TotalView’s forecasting capabilities have also helped Sento maximize resource usage. “We didn’t have the forecasting capabilities that we do now,” said Williams. “That caused some scheduling stability issues because we had to keep moving people around to handle the spikes.”

With TotalView, Sento can produce accurate forecasts and if needed, easily make changes to manage contact volume fluctuations. The system allows Sento to reforecast for 30-minute intervals throughout the day, helping them keep pace with changing conditions.

A Smart Integration

Agent schedules are also managed much more efficiently with the integration between TotalView’s SmartSync application and Sento’s ADP Payroll system. In fact, Sento reports a 15 to 20 percent increase in payroll efficiency as a result of this integration.

“We’ve been closely comparing time clock data to what SmartSync is producing, and we work closely with agents to help them understand the way payroll is being calculated,” said Williams. “That way we are sure agents are getting paid for all the time they spend working, including offline activities such as breaks and lunches.”

For more information about Sento Corporation, please visit their website .

Sento Corporation credits TotalView® with:

  • Greatly Reduced Time and Resources Required for Scheduling
  • Dramatically Improved Forecasting Accuracy
  • Enhanced Scheduling Stability and Flexibility
  • Improved Payroll Efficiency on some accounts by as much as 15 to 20 Percent
  • Significantly Reduced Administrative Paperwork
  • Maximized Agent Seat Utilization
“The biggest difference between using TotalView and our previous system is that it used to take a lot more time and resources to get the same job done.”
Sento Corporation