Scaling Global Operations: Deel’s Integration of Cal.com
In a world filled with problems, solutions are transformative, and that's what Deel is. As a global people platform, Deel simplifies the way organizations onboard, offboard, and manage everything else related to employees and contractors. Using Deel means you can hire globally without having to worry about issues related to compliance or payroll. This is because Deel's suite of tools ensures that your i's are always dotted and your t's are always crossed.
Deel has everything you need to grow your presence by recruiting the best talent globally without breaking the bank. Deel is so good at what it does that they're currently the number one record of employer service in over 150 countries. This means that Deel's platform has been used to onboard over 35,000 businesses and 500,000 workers globally.
Now, with all of this going on, it's easy to understand that working at Deel means you need to communicate effectively and efficiently at scale. Here's the thing, though: it's a bit challenging when you don't have decent calendar scheduling infrastructure.
In this case study, we're going to take a few moments to look at what Deel's situation was before choosing Cal.com, how Cal.com helped Deel, and ultimately what the benefits were.
The Challenge
Deel is a globally distributed company that makes it easy to hire remote workers and relocate key talent. Prior to discovering Cal.com, Deel had been struggling for a while to find a calendar scheduling solution that was capable of meeting their needs. This was an issue because their ability to effectively implement communication, not just internally but also externally, was limited by a booking-based bottleneck.
Initially, Deel tried to use products like Calendly to overcome this hurdle, but they weren't happy with its lack of customization. They tried other products as well afterward, but the same issues kept arising. These were specifically problems related to features, integration, and data control.
What Deel needed was a product that wasn't only secure and reliable but that also would work with their current tech stack and allow them to tailor their scheduling environment based on their needs. This is why they ended up coming to Cal.com. Instead of being rigid in its implementation of what scheduling infrastructure is, Cal.com puts the user firmly in the driver's seat and allows them to determine the scope of their booking requirements.
Let's be real, the last thing that a globally distributed company needs is a scheduling solution that's missing basic features like collective events, round-robin booking, and multi-timezone capabilities.
The Solution
Deel's customer service team were the pioneers who identified Cal.com as a potential option. This isn't surprising since customer service teams are often comprised of action-oriented, accountable people with a knack for finding solutions. Unlike all the other calendar scheduling products that Deel had tried and that had ultimately failed them, Cal.com promised something different.
"Cal.com reduced the average time to meet by over 75%; it went from 48 hours to under 12."
In fact, Deel came to Cal.com with a specific request: to enable guests to join a call directly from the scheduling page whenever an agent was available. Cal.com’s team quickly shipped a unique feature where guests could immediately jump into a call, combining scheduling with a direct hotline—something that has not been seen in any other scheduling tool. This streamlined Deel's support response time and simplified customer communication, helping the team provide quicker, more efficient service.
Beyond that, Cal.com offered an incredible feature set that they could integrate with their tech stack via API. This helped to ensure that they would have full control and access to their booking data. Cal.com also sported essential features like routing forms, designated hosts, and round-robin booking. Round-robin booking might not seem like a big deal, but in the world of customer service, it's essential, especially when dealing with multiple team members distributed across various time zones. Cal.com's round-robin booking option meant that clients could be matched with the correct Deel representative faster than ever before.
"Cal.com's round-robin made a huge difference and helped Deel improve their client retention by 70%, a number that blows established industry norms out of the water."
The positive experience Deel's customer service team had with Cal.com started a butterfly effect. Soon, positive word of mouth meant more people and teams at Deel started using Cal. Before they knew it, a thousand people at Deel were using Cal to save time, enhance efficiency, and generate impactful results across teams like customer success, human resources, recruitment, legal, and operations.
One reason why so many different professionals could use Cal.com was its customization. The Managed Events feature, provided to enterprise clients, allowed team leaders to create specific appointment-type templates with locked elements. These locked fields stop templates from accidentally being broken while still allowing individual customization. Managers could assign these booking types to relevant team members. This meant each team had access to a suite of unique event types built for their workflow.
"The results speak for themselves—Deel's customer satisfaction scores jumped by 30% when using Cal.com."
Other features that Deel found impactful included routing forms, collective events, and instant meetings. Routing forms were used to eliminate client confusion by helping people find the right booking quickly via a series of short, simple questions. Instant meetings helped to facilitate quick internal discussions and urgent client calls. Collective events were used to streamline team meetings by pre-designating mandatory attendees and generating predetermined dates that worked for all parties.
"Using Cal.com has reduced 25% of meeting no-shows; this has been amazing for operational efficiency."
Cal.com's focus on simplicity facilitated rapid adoption within Deel. While having features loved by those with technical backgrounds, it's equally accessible to professionals in other areas. The app store made it easy for Deel to integrate their scheduling with Salesforce contacts, providing access to necessary tools without compromise.
The Result
Deel books almost 10k meetings per month and the benefits that have been generated for Deel by using Cal.com are manifold. Cal.com has helped Deel accelerate their growth and minimize their overhead. This has let them reinvest the saved time back into the organization while also freeing crucial resources that they have used to help maintain their leadership position within their industry.
"By integrating Cal.com, Deel shaved 10% off their recruitment cycle time. This helped to secure top talent faster and keep the momentum going strong."
Since implementing Cal.com, Deel has seen a 35% reduction in time spent on scheduling meetings, as well as a 20% improvement in overall meeting attendance rates. Cal.com's AI caller feature has also made a difference for Deel by helping them automate some processes and simultaneously improve the accessibility of their services.
"Cal.com's customer support has been excellent—they're responsive, knowledgeable, and always willing to go the extra mile."
Cal.com's Insight Dashboard has also made it easy for Deel to view data-based takeaways that they have used to optimize staffing during peak periods and improve client satisfaction. Since integrating Cal.com's product as part of the workflow, Deel's sales team has seen a 15% increase in close rate. If all that was not impressive enough, there has also been a 30% improvement in customer satisfaction scores as a result of the way appointment scheduling, booking, and implementation have changed since Cal.com has become part of the way Deel manages their time.
This is the part of the case study where normally everything is summarized once again, and a really compelling argument is made for the adoption of the product in question. Here's the thing, though—we believe that the most powerful words are our customers'. This is why, with their permission, we’re closing this case study by sharing unedited feedback we received from Deel. Enjoy.
Has our product lived up to everything you expected? How likely are you to recommend Cal.com to others?
Yes, Cal.com has not only met but exceeded our expectations. The continuous improvements and features you roll out show that you’re committed to evolving with your customers’ needs. We would highly recommend Cal.com to other businesses looking for a robust and flexible scheduling solution.
