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Simpler. Smarter. Fairer.
Manage every aspect of your customer support team with Surfboard workforce management software. Your data, forecasting, scheduling and reporting – all in one place.
Your one source of truth
Lose the tab chaos. Forecasting, scheduling and reporting in one simple place.
Lower costs, better SLAs
Reduce shrinkage. Identify and remove inefficiencies. Optimise in real-time.
Highly configurable
Every support team is unique – so your system should be too. Configure Surfboard to suit you.
integrate: Connect your existing tools
Integrate your ticketing systems
Easily connect your existing platforms to start forecasting from day 1, with no dev-time needed.
Sync your team’s time off
Connect your HR systems and calendars with one-click to integrate your team’s time off in Surfboard.
setup: Customise everything
Set-up forecasts the way you want them
Intelligent filtering allows you to break down and view your forecast by channel, inbox, subject – whatever you need.
Set up in days,
not months.
Create unique intraday plans
Schedule anything and everything from service to development – automatically. Match supply and demand, reduce inefficiencies, plan long-term and adapt in real-time.
Build flexible shift schedules
Easily adapt and create shift schedules for multiple teams across the globe. Improve fairness with rotations and round robins. Offer flexibility with availability and shift swaps.
automate: Be good busy
Get detailed ticket and staffing forecasts
Get accurate, granular ticketing and staffing forecasts to plan more efficiently.
33%
Improvement in forecasting
Granular forecasts have improved our customers’ ability to plan for peaks and manage outsourcing.
75%
Reduction in planning time
Automated schedules have reduced the time our customers spend on planning and scheduling their team.
Schedule your team automatically
Intelligently combine forecasts, and priorities to automatically and fairly schedule shifts and daily activities.
REPORTING: Get analytical
Understand how your team really work
Monitor time-on-task and track performance. Identify behavioural trends and use data for development.
12%
Improvement in productivity
By tracking time on-task and holding surfers accountable
Get insights into shrinkage
Visualise how your team’s time is spent. Understand your shrinkage, utilisation and schedule accuracy. Diagnose issues faster.
Make quick decisions in real-time
Reduce real-time decision fatigue, and use data to inform decision making. Better identify issues and easily adapt to keep service on track.
“I can’t imagine how we would do anything without Surfboard. As our team has grown, it’s grown with us. We’ve got multiple outsourced teams and Surfboard makes it really easy to manage them all in a democratic and simple way.”
Isobel Mills, Lead Customer Delight Manager, Bloom & Wild