Abandoned Mid-Project. We Stepped In.
A US contact center company managing remote support staff for multiple clients ran their entire scheduling operation through an app that had stopped working. Their previous developer had gone silent, left broken source code, and servers that crashed without warning. With no internal IT team, they had no path forward. PlushWire stepped in: stabilized the failing platform to keep operations running, then rebuilt it from scratch - delivering on time and on budget while the business never stopped.
The Client
A US-based company delivering contact center services to clients across multiple industries. Their business depends on one thing: getting the right certified support staff to the right client at the right time, reliably.
That means matching a large remote workforce to client accounts based on certifications, tracking who is available and when, and making sure schedules fill quickly enough to meet fluctuating demand. Before the new platform, every part of that process ran through an application that had stopped working.
The Problem
The app that ran the business had been abandoned mid-project.
- xThe previous development team stopped responding - no handoff, no documentation, no working code left in a usable state
- xServers crashed regularly and required expensive external maintenance each time they went down
- xThe application itself did not work reliably - schedules could not be created or managed without errors
- xThe source code was left in a state that no new developer could pick up and continue from
- xThe company had no internal IT team - no one to diagnose, patch, or manage what had been left behind
- xWith the entire workforce forced remote, the platform that was supposed to coordinate staff had simply stopped functioning
What We Built
A scheduling platform built around how contact center operations actually run.
The project ran in two stages: first, stabilizing what existed so the business could keep operating; then replacing it entirely with a purpose-built platform. The new system gives managers full scheduling control and gives support staff a self-service experience that makes filling open slots faster and more rewarding.
Operations stabilized before a single line of new code was written
The team took over the broken legacy application on day one: patching servers, resolving crashes, and keeping scheduling functions operational. Daily operations continued without significant interruption throughout the entire development period.
- Legacy application maintained and stabilized during the full development cycle
- Server issues resolved and supported on an ongoing basis throughout the project
- Business continuity protected while the replacement platform was being built
Managers moved from manual coordination to structured schedule management
Before: creating a schedule meant manually matching staff certifications to client requirements, tracking availability across a large remote workforce, and trying to fill slots with no tools designed for it. After: managers create schedules in the platform and define open slots per client. From there, the system routes certified staff automatically.
- Schedule creation with client-specific slot management and certification-based routing
- Staff directory, communication tools, and manager oversight from a single admin panel
- ADP integration for working time tracking and payroll synchronization
Staff moved from passive recipients to active participants
Before: support staff had limited visibility into available work and little reason to fill open slots quickly. After: employees see open slots matched to their certifications, book through the app, and earn bonuses for hitting hour targets - tracked automatically.
- Slot booking interface filtered by certification and client assignment
- Bonus system: automatic tracking and award of bonuses for meeting work-hour targets
- Gamification layer: perks, progress tracking, and reward visibility in the employee view
- Access to a certification knowledge base and a chat feature for manager communication
- Payment system integration and iOS + Android compatibility across the full platform
The Outcome
A business that was one server crash away from stopping - now running on a platform it controls.
A business that had been entirely dependent on a vendor who disappeared, with no visibility into its own systems, now owns and controls everything. Managers run schedules through a platform built for how their operations actually work. Staff book hours, track bonuses, and fill open slots without manager intervention. And the platform works.
After the launch
Since launch, the dynamic of filling open slots has shifted. Staff log in, see available hours matched to their certifications, and book. The bonus system gives them a direct reason to stay active. Managers now spend less time on coordination that the platform handles automatically.
The company owns the platform outright and runs it without outside support. Payroll, certifications, and staff communication are handled in one place. When something needs to change, they change it.
Running critical operations on a platform you don't fully control?
Book a Free Gap Analysis. We'll look at what you're working with - including legacy systems and vendor dependencies - and map what a managed transition would look like without disrupting daily operations.
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