Geek Squad - Retail Employee Scheduling - Case Study

Case Study: Geek Squad - Best Buy in the United States

Business Overview

The Online support team started in March of 2009 with about 20 pilot employees. Since then we have consistently grown both in the number and ability of our employees but also in our market share and in the number of channels our clients can connect to us and get service. We have moved from offering a limited number of software only services, to folding in more and more ways we can help our clients like remote programming and full networking support. In our short history we have already changed the face of tech support and helped define what the future of this industry is going to be.

Scheduling Overview

We have about 200 employees: our team works entirely online and in different states. The company's default work scheduler for other employees was very difficult to setup and making changes on the fly or trading shifts would be very difficult.

Previous Scheduling Method

Previously we used Outlook calendar appointments for our shifts.

Since ShiftPlanning

Using ShiftPlanning as our employee scheduling tool has enabled us to view our entire department schedule in real time, sync our schedules and access our schedules from mobile platforms. It also gives us the ability to trade and pass off shifts easily. All of which we really couldn't do before.

Additionally, it's a quick and easy way for our members to visually see the other team members, access their contact information and remember birthdays. Yes!, I would recommend ShiftPlanning and the team is helpful. With this work scheduler we have a lot less work for managers and more self-responsibility/activation for team members to manage their schedules.

Huge improvements over our previous system. - Josh Ussery - Geek Squad

I would recommend ShiftPlanning especially to any team that works remotely where employees communicate online. They have responded quickly to any issues we have reported and taken our feedback very seriously. The work scheduler has a had a positive impact on the team, both from a scheduling management standpoint and an employee standpoint. Being able to access and view our schedules easily, from almost anywhere, as well as the ability to trade shifts and view the entire schedule are all huge improvements over our previous work scheduler.

Further

We do use the message wall, as well as the syncing, mobile apps and the shift trading feature.