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When Elite Plumbers Wished They Had Workforce Management


Two brothers, Joseph and Henry Pendleton, started Elite Plumbers with the vision of delivering concierge-level plumbing service to serve upscale neighborhoods. Field personnel were backed with an equally professional call center. Not understanding the impact of freezing weather in the South, the call center was not staffed adequately and was unable to handle these surges. Imagine that it was a cold and snowy night. And starting at 6:30 a.m.,