In the retail sector, wait time is an important management tool.
Companies pay close attention to how long customers wait at the checkout, on the sales floor, or at customer service. This makes sense, since wait times have a direct impact on both the customer experience and sales. As part of workforce management, this can be incorporated into staffing, schedules, and forecasts. Everything is geared toward controlling these wait times as effectively as possible.
However, there is another type of wait time that is often overlooked: the wait time for support for your WFM or software system.
You usually don't realize this until something goes wrong. You're in the middle of planning and can't seem to make any progress. A mistake in the work schedule, an inaccurate forecast, or something in the system that's working differently than expected.
You can't figure it out on your own, so you submit a ticket. You receive an automatic confirmation, and then you hear nothing more.
A problem like this never stands alone.
While you're waiting:
Not because you want to, but because you have to keep going.
This delay may seem minor, but it isn't.
Waiting a few hours or days can mean:
And ultimately: a poorer customer experience.
Many companies measure everything: wait times, service levels, productivity.
But one factor is often overlooked: 👉 how quickly you’ll get help when you’re stuck.
Yet this has a direct impact on your business.
Your planning doesn't stop just because your tool isn't working right.
That's why your support team shouldn't stop either.
At R&R WFM, we therefore don't view support as something secondary, but rather as an integral part of your day-to-day operations.
This means:
No scripts. No forwarding. Just keep going.
The best software only works if you can rely on it when you need it.
So the question isn't whether you have support. It's: How quickly can you get back on track?
