Customer case
Cazas Wonen
Cazas Wonen is a housing association in the Woerden region with 17,000 homes under management. Around 20 customer contact employees support tenants daily across channels.
Sector
Housing association
Scale
17,000 homes under management
Team
20 customer contact employees
Focus
Scalable planning for growing service demand
Challenge
Planning in the customer contact department used to be challenging. Working across multiple tools such as Excel and Outlook meant there was no single clear overview. This caused confusion, inconsistent follow-up and extra manual effort whenever changes had to be made.
"Because we used multiple platforms, we lacked a clear overview."
Before Teamlead, analyzing the workload was time-consuming and inefficient. Planners spent too much time creating schedules, while employees had limited visibility into expectations. Long-term planning was limited and forecasting future peak moments was difficult.
"Because we used multiple platforms, we lacked a clear overview."
Before Teamlead, analyzing the workload was time-consuming and inefficient. Planners spent too much time creating schedules, while employees had limited visibility into expectations. Long-term planning was limited and forecasting future peak moments was difficult.
Solution
With Teamlead, this process improved significantly. Teamlead provides one overview of who is available, what tasks are assigned and where people are scheduled. This allows Cazas Wonen to distribute work more fairly and clearly, while also anticipating busy periods by staffing proactively.
"The mobile app simplifies communication around scheduling."
Teamlead also introduced a mobile app, which simplifies communication and gives employees more autonomy. The platform supports long-term planning and improves occupancy. Through integrations, it can even help predict when additional staff is needed, increasing both efficiency and predictability.
Key outcomes include better overview in the planning process, improved communication and fairer task allocation. Employees know what is expected of them and changes can be made quickly. This has resulted in greater autonomy and more effective remote steering.
"The mobile app simplifies communication around scheduling."
Teamlead also introduced a mobile app, which simplifies communication and gives employees more autonomy. The platform supports long-term planning and improves occupancy. Through integrations, it can even help predict when additional staff is needed, increasing both efficiency and predictability.
Key outcomes include better overview in the planning process, improved communication and fairer task allocation. Employees know what is expected of them and changes can be made quickly. This has resulted in greater autonomy and more effective remote steering.
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