Automating Workforce Management and Scheduling

RedCloud partnered with a multinational client to enhance workforce optimization (WFM) for a global customer support team. By streamlining forecasting, scheduling, and data integration, RedCloud helped the client place the right engineers in the right place at the right time, improving customer support efficiency and overall service quality.

Client Situation

The client’s global support organization faced challenges in workforce planning and scheduling due to:

• A dispersed, multilingual engineering team serving enterprise customers worldwide.

• Regional-specific forecasting that limited visibility into global resource availability.

• Disparate tools and manual processes hindering efficient scheduling and decision-making.
  

The goal was to optimize resource allocation, reduce operational inefficiencies, and ensure timely, high-quality support to enterprise customers.

Our Approach

RedCloud implemented a multi-pronged solution to modernize workforce management:

1. Global Forecasting & Scheduling: Moved from regional-specific forecasting to a holistic global approach based on engineer availability and expertise.

2. Tool Integration & Automation: Improved integration of a third-party WFM tool with the client’s operational BI platform to automatically leverage key datasets.

3. Custom Data Integration & Analytics: Built a custom automated tool to increase situational awareness, streamline scheduling, and support real-time performance dashboards.

4. Process Standardization & Self-Service: Developed clear scheduling rules and automated workflows, enabling greater self-service and reducing manual intervention.

Impact

RedCloud’s solutions delivered tangible benefits across operations and service quality:

• Operational Efficiency: Streamlined scheduling and automated processes reduced manual workload and improved workforce utilization.

• Cost Savings: Optimized scheduling and automation generated extensive operating cost savings.

• Enhanced Customer Experience: Consistent resource allocation improved support quality for thousands of enterprise customers worldwide.

• Data-Driven Decisions: Real-time dashboards increased visibility into workforce performance, enabling faster, evidence-based decision-making.

• Reduced Service Ticket Transfers: Improved scheduling and forecasting led to fewer handoffs, reducing mean process interruptions (MPI).

RedCloud’s approach transformed workforce management from a fragmented, reactive process to a data-driven, automated system, ensuring the right engineers are available at the right time globally.

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