How Spinwise Achieves 90%+ Schedule Adherence with Insightful

THE CHALLENGE

Limited Visibility into Team Activity Hindered Productivity and Oversight

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With multiple brands and teams under the Spinwise umbrella, maintaining operational clarity became increasingly important. Vladislav Miskovskis, Software System Administrator, is responsible for selecting and managing the systems that underpin Spinwise’s productivity, security, and operational visibility across teams.

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The first area where this need became urgent was customer support. Without a reliable way to monitor working hours and breaks, managers couldn’t easily confirm whether teams maintained coverage during peak hours. For example, if multiple agents took their break at the same time, coverage could suddenly be thinner than expected.

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This lack of visibility made it difficult to ensure consistent shift coverage and schedule adherence, especially in customer and VIP support, where even small gaps in coverage could affect response times and service quality.

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They also needed confidence that work time was being used effectively. Without centralized insight into day-to-day activity, underlying inefficiencies or gaps were hard to spot and address. This made it difficult to optimize workflows and maintain consistent service levels.

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At the same time, the IT team needed a clearer picture of how company systems were being used. “We wanted to minimize the usage of certain tools, and it was time-consuming to track this without proper visibility,” Vladislav says. Centralized reporting would make it easier for the IT team to monitor tool usage, manage shadow IT behavior, and keep their environment aligned with internal standards. 

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With platform launches and new brand rollouts on the horizon, Vladislav needed a scalable solution that could deliver operational visibility, maintain trust across teams, and provide security oversight, without disrupting the semi-autonomous culture Spinwise valued. 

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Vladislav and the team tested several workforce monitoring tools, but these proved unreliable or intrusive, with issues like inconsistent break-tracking and unnecessary monitoring of off-hours activity. 

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Insightful stood out for its combination of flexible, reliable monitoring and real-time insights into work patterns. This gave Spinwise confidence that the platform would deliver reliable oversight, integrate smoothly with existing workflows, and continue evolving alongside the company’s needs.

THE SOLUTION

Spinwise Gains Full Visibility and Boosts Productivity with Insightful

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Spinwise first implemented Insightful with their customer support team, aiming to gain clarity on productivity and ensure consistent coverage during peak hours. For Spinwise, Insightful means work intelligence: turning everyday activity into a clear picture of how teams operate.

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“Insightful allows us to see what people are doing during work hours without tracking outside of their time,” Vladislav explains. These break-tracking and visibility tools help Spinwise balance accountability with a culture of trust, empowering employees to manage their own time once their work is done.

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By giving managers real-time visibility into breaks and shift coverage, Insightful helped Spinwise achieve 90%+ schedule adherence across customer support and VIP support. With that operational foundation in place, Spinwise scaled their support team 5x while maintaining the same efficiency and service quality.

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Encouraged by these early wins, Spinwise expanded Insightful to the IT department. Vladislav uses the platform to maintain both productivity standards and IT security. On-demand screenshots and security logs help detect unauthorized tools and prevent risky software usage. The IT team can see when new or unapproved tools show up in daily workflows and, if needed, update their rules to limit access and keep the tech stack secure and compliant.

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The platform’s flexibility is also key, letting Spinwise track working hours without monitoring off-hours activity and apply consistent rules across distributed teams. Integrations across Google Workspace, GitLab, Jira, Okta, and more strengthen workflow alignment and operational oversight. 

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With proven results in customer support and IT, Spinwise then scaled Insightful across other departments, including payments, VIP support, AML, and its remote South African office. “It’s the only tool we use to track productivity for our South African support office, and it works seamlessly,” Vladislav says. 

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Beyond the features themselves, Spinwise values Insightful’s ongoing support and active development. Vladislav notes that the team responds quickly to questions and issues, while new capabilities ship regularly and continue to expand what the platform does for their teams.

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The combination of practical monitoring features, reliable integrations, and ongoing platform development makes Insightful a natural fit for Spinwise’s growth. Managers can now maintain clear oversight of schedules, identify workflow inefficiencies, and ensure teams remain aligned with operational expectations across multiple brands and time zones.

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THE RESULTS

Scaling Support 5x While Maintaining Efficiency

Insightful gives Spinwise clarity into how work happens across teams, time zones, and brands. The company grew their customer support team from 5 agents to 30. Beyond that, Insightful now monitors 130 employees across 6 operational teams, making it essential for maintaining schedule oversight and consistent performance at scale. 

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• 90%+ schedule adherence across Customer Support and VIP Support teams
• Scaled workforce 5x while maintaining operational efficiency
• Expanded across 6 operational teams from 10 to 130 employees

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With confidence in Insightful’s value, Spinwise transitioned from monthly billing to a yearly contract, signaling long-term commitment. Vladislav also highlights Insightful’s user-friendly interface, rapid product development, and attentive support as reasons he would recommend them to others.