Workforce Management: Tech-Driven Workforce Management and Scheduling

RedCloud’s client was seeking experts in workforce optimization, strategies, and technologies to optimize the forecasting and scheduling of a globalized team of customer support engineers.

CHALLENGE

A client was seeking to provide an overall workforce management (WFM) assessment, tool integration, BI
and analytics, forecasting, pattern analysis, and custom application development. The ultimate goal of the project was to deliver timely, accurate, and effective support for the client’s enterprise customers using a qualified engineer in the right place at the right time.

SOLUTION

The client faced forecasting and scheduling challenges due to a global customer base and a dispersed set of support engineers with varied language abilities. RedCloud identified the need to build the tools and processes to sustain and optimize the WFM lifecycle (see image). RedCloud assessed that the solution would need to push past stigmas of regional specific forecasting and move to a more global approach, one based on availability and expertise. Supporting this new strategy, RedCloud improved the integration and performance of a 3rd party WFM tool to automatically leverage key sets of data, housing engineer schedules that map back to team managers across regions of the world.

Utilizing the leading 3rd party tool and the client’s own operational BI platform, RedCloud created a custom and automated data integration tool to increase situational awareness, which enabled streamlined scheduling. Strategizing the back-end technology architecture, RedCloud also developed a set of clear rules and processes around engineer scheduling to allow for great automation and self service.

WFM LIFE CYCLE

RESULTS

Enabling a more efficient and automated workforce management system and improved quality of service,
RedCloud provided the client with extensive savings in operating costs, while fostering a more consistent customer support experience to thousands of customers around the world. These tools have delivered better business visibility, via new real-time performance dashboards, leading to improved decision-making capabilities and an ultimate reduction in MPI, due to fewer service ticket transfers.

”RedCloud has been instrumental in helping us understand what is possible and the advantages and pitfalls of different WFM approaches, guiding us to success.”
-Client Representative