The Organization: Deel is a cutting-edge global HR platform that simplifies hiring, onboarding, and payment processes for employees and contractors worldwide. Through its comprehensive toolkit, Deel ensures efficient payroll management, tax compliance, and benefits administration, enabling businesses to thrive in the global marketplace.
The Challenge: With the nature of their operations' requiring real-time engagement with clients and team members across the globe, scheduling became a complex issue for Deel. They needed a solution that was easy to implement and manage, yet flexible enough to cater to their specific needs.
The Solution: Deel's first use of Cal.com was for enabling customers to book video calls with their customer support and customer success teams on demand. However, given the platform's efficiency and flexibility, they soon expanded its use to include Know Your Customer (KYC) verifications with their security team.
Four large teams at Deel now utilize Cal.com for their scheduling needs, with an admin responsible for setting most teams up. The platform's managed event-types feature is especially valuable, as it allows the creation of template events that can be assigned to all team members. In situations where the identity of the call receiver isn't critical, Deel utilizes the round-robin team events feature, which automatically allocates the best person for any given time slot.
Why Cal.com?: The decision to stick with Cal.com was driven by the platform's superior product quality, supportive team, and ease of implementation and maintenance. Other solutions were found to be rigid and inadequate in fulfilling all of Deel's requirements.
The Impact: Using Cal.com has allowed Deel to concentrate on its core mission of building the world's best global HR platform. It has significantly reduced the stress of grappling with Google Calendar APIs and timezones, resulting in a direct, positive impact on customer support and experience. The platform has improved Deel's Customer Satisfaction Score (CSAT) by 20% in cases where it has been used, and it has drastically reduced the "time-to-meet", thus minimizing scheduling overhead for their team.
Cal.com has improved our CSAT by 20% in the cases in which we use it. It has also reduced the “time-to-meet” by many factors, reducing the scheduling overhead for our team to find time with their customers.
The Future: Deel looks forward to an improved customer experience as it continues its partnership with Cal.com. They also want to see calendar analytics for events created outside of Cal.com.
The use of Cal.com has seamlessly facilitated Deel's business operations, leading to significant growth and improved customer experience. The platform's simplicity, flexibility, and support have proven instrumental in the company's success, setting a solid foundation for a promising future.
For further questions, you can reach out to the Deel team at deel.com or find them on Twitter and LinkedIn.
Find the full interview with Dan Westgarth, COO of Deel below:
What does Deel.com do?
Deel is a global HR platform that simplifies the process of hiring, onboarding and paying employees and contractors worldwide. It offers a comprehensive suite of tools and services to streamline payroll management, tax compliance, benefits administration, and other HR-related tasks for businesses operating globally.
What was your first use case when starting to use Cal.com?
To allow customers to book video calls with our customer support and customer success teams on demand.
How do you use Cal.com currently?
We have expanded the usage to include KYC verifications with our security team.
Why did you continue to use Cal.com for your scheduling needs over other products?
Great product, great team, and easy implementation and maintenance. I recommend Cal.com to other businesses around the world.
What feature of Cal.com do you find the most valuable in your everyday workflows (on a team level and a personal level)?
The admin panel that gives us reporting on usage.
Why did other solutions not fit your needs?
We found other solutions to be rigid, and not offer everything we require.
How do you use Cal.com in practice?
We have about four active teams now that use Cal.com for their scheduling needs, and one admin who is in charge of setting most teams up. The managed event-types feature helps us to create one template event that we can assign to all team members. For events where it’s not important who will receive the call, we are using the round-robin team events feature, which automatically finds the best person for any given time slot.
How has Cal.com allowed your organization to continue to grow and/or shift/change?
We can focus more on our core business, which is building the best global HR platform and less on figuring out how to work with Google Calendar APIs, timezones, etc. Cal.com’s scheduling has a direct impact on the quality of our customer support and customer experience.
How did we (Cal.com) make it efficient for you to implement our solution?
Your team responded rapidly to make the integration and maintenance a breeze.
What are you most excited about for your organization's future with Cal.com?
Improved customer experience.
If you had one wish for Cal.com to implement, what would it be?
See calendar analytics for events that were created without Cal.com.
What are some of the statistics and hard data about how Cal.com has improved performance for the following:
Cal.com has improved our CSAT by 20% in the cases in which we use it. It has also reduced the “time-to-meet” by many factors, reducing the scheduling overhead for our team to find time with their customers.
