Automation behind America’s fastest-growing home warranty leader.

AWS · Linux · Apache · MySQL · PHP

Engagement at a glance

Sundew built a real-time, timezone-aware operations platform for a fast-growing home warranty provider's customer support call center, replacing manual monitoring with automated precision.

$177,660
in annual cost savings achieved through idle-time automation
8,883
productive hours recovered, equivalent to one full year restored
38%
improvement in agent discipline compared to manual monitoring
3
core real-time automations unified into a single operations platform

The business context

The client operates one of America's top-rated home warranty support operations, a large customer support call center with agents working across multiple shifts and time zones to handle high-volume customer interactions. As the business scaled, its workforce operations were still being managed the way a much smaller team would manage them: by observation, spot checks, and after-the-fact reporting rather than real-time visibility.

The challenge

Growth had outpaced the operation's ability to see itself in real time.

Visibility: leadership lacked real-time insight into agent availability across shifts, so idle time went unnoticed until it had already cost productive hours.
Consistency: break adherence varied by agent and by shift, with no systemic way to enforce the same standard everywhere.
Timing: time-critical alerts, idle logouts, and break reminders had to fire precisely and reliably, not approximately.
Scale: whatever system solved this had to work flawlessly across time zones and shifts, not just within a single office's working hours.

Manual monitoring could catch some of this after the fact. It could not catch all of it in time to matter.

The Sundew approach

Sundew engineered a real-time system to monitor live agent activity and act on it immediately rather than after the fact, built on a stable AWS foundation. The platform was built around four core automations:

Real-time agent activity monitoring, giving leadership live visibility into agent availability across every shift and time zone
Automated idle logout, ending idle sessions the moment they were detected rather than letting them run unnoticed
Break schedule enforcement, applying the same adherence standard to every agent regardless of shift or location
Timezone-aware real-time notifications, delivering idle and break alerts precisely on schedule across every time zone the operation runs in

Each automation fed the same real-time event system, so idle time, break adherence, availability, and alerting were no longer four separate reporting problems; they were one live operational picture the business could act on immediately.

The outcome

Compared to manual monitoring, the real-time system delivered higher accuracy, discipline, and efficiency. Idle-time automation alone produced $177,660 in annual cost savings, the equivalent of 8,883 productive hours, roughly one full year of work, recovered back into the operation. Agent discipline improved 38% against the prior manual baseline. As the client shared:

"Real-time automation didn't just improve productivity, it reshaped agent behaviour and operational accountability. Discipline became systemic, not dependent on manual oversight, enabling operations to scale with consistency, accuracy, and confidence in fast-paced, time-critical environments."

What this means for your enterprise

In high-volume service environments, delays aren't small issues; they're expensive, and they compound the moment an operation adds another shift or another time zone. 72% of operations leaders say real-time visibility is critical to workforce productivity, and 65% report that manual monitoring limits scalability and accuracy as operations grow.

With real-time, event-driven systems, organizations can enforce discipline, improve fairness, and operate with precision across time zones, shifts, and departments, turning workforce management from something a supervisor has to chase into something the system already handles.

"A 24-hour operation doesn't need more eyes. It needs a system that operates 24/7."

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Frequently Asked Questions

How does a timezone-aware system keep break and idle-time rules consistent across shifts?

The system evaluates agent activity and schedules against each agent's own shift and time zone, rather than applying a single global schedule. This means an agent's idle-time and break rules are enforced accurately whether they're working a morning shift in one time zone or an overnight shift in another, without a supervisor having to manually account for the difference.
Does automating break enforcement make the system feel punitive to agents?

The intent, and the outcome described by the client, was the opposite. Because the same rules apply automatically and consistently to every agent regardless of shift, the system removes the inconsistency and perceived unfairness of manual enforcement, where adherence could vary depending on who was monitoring at the time.
What is the difference between this system and traditional workforce management software?

Traditional workforce management tools are often built around scheduling and reporting after the fact. This platform was built specifically around real-time event detection and automated response, acting on idle time and break adherence as it happens rather than surfacing it in a report the next day.
Why build this on an AWS, Linux, Apache, MySQL, and PHP foundation rather than a packaged workforce tool?

A packaged tool would have required the business to adapt its multi-shift, multi-timezone operation to the tool's own assumptions. Building on AWS with a Linux, Apache, MySQL, and PHP foundation let Sundew design the real-time monitoring, idle logout, and break enforcement logic specifically around how this call center actually operates.
Can this kind of real-time operations platform scale as the business adds more shifts or locations?

Yes. Because the system is built around a real-time event architecture rather than manual oversight, adding a new shift, time zone, or location extends the same monitoring and enforcement logic rather than requiring a new manual process to be designed and trained from scratch.