| CASE STUDY
Automating Workforce Management & Scheduling
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Automating Workforce Management & Scheduling
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At a GlanceRedCloud’s client sought experts in workforce optimization, strategies, and technologies to optimize the forecasting and scheduling of a globalized team of customer support engineers.
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RedCloud has been instrumental in helping us understand what is possible and the advantages and pitfalls of different WFM approaches, guiding us to success." |
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.
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