Three case studies

An increased workload doesn’t have to mean an increased workforce with smart planning.

The ultimate goal of resource planning is to make sure your business has the required resources, whilst ensuring your organisation is still turning a profit.

Case Study – Contract Cleaners

The Problem
Our client was in the process of bidding for a contract. If they were to win the work they were concerned they didn’t have a big enough workforce to fulfil the demands of the new contract. They also didn’t know how to size up or by how many.

Let’s say they had more questions than answers at this point.

They had won half the work already, however, it was going well and they wanted to bid for all of the work.

The Solution
We helped these contract cleaners size up the current half that they were servicing. Through our extensive research and data modelling, we found that they were overstaffed to the tune of £1.1 for the work they needed to do. With this information, we were able to build a model that helped them to put in a competitive bid for the new contract.

The Result
As our client was satisfied with the bid we had produced, they could confidently win the contract, which they did! They now have a much larger contract and have managed to save money at the same time by not having to hire unnecessary heads.

Case Study – Field Engineers

The Problem
Their first issue was a huge backlog of jobs that needed urgent attention by the field engineers. Even worse, the company target was that they were supposed to be done within 24hours, which just wasn’t getting hit. As the backlog kept increasing, obviously the customers started calling in to find out when the engineer would be arriving. The customers in some cases would be waiting all day and no one was available to handle the job.

Obviously, this is bad news for any business as they fundamentally had high standards and a good reputation.

Their second problem was travel time. The wasted time between customer homes was taking up most of the engineers working day. This fuelled the first issue as they couldn’t get through the targeted amount of jobs.

The Solution
After doing some digging into the problem there were several things that needed fixing.

The shift patterns that were in place meant that 50% of the engineers were off for 60% of the week. This was between Thu-Sun when most of the customers called in needing an engineer. The shift patterns were changed to ensure there was enough resource spread evenly throughout the week.

Analysis was also undertaken to optimise the areas in which the engineers needed to travel.

The Result
The new shift patterns and optimised travel routes we put in place reduced the number of complaints and calls into the call centre as there was an increased availability of the field engineers.

This meant they could handle more jobs and travel less; ultimately providing a saving of £3.7m on a workforce of 900 engineers.

Case Study – Call Centre

The Problem
An online holiday company with a call centre of 50 FTE were growing and scaling. Their problem was that they didn’t want their workforce to grow at the same rate. They were looking for efficiencies so they could scale effectively.

The Solution
Analysing the data there were a number of opportunities to optimise the call centre.
There were 4 different departments handling different types of calls. The routing of the calls and the availability of the agents meant that the calls were bouncing from one department to another causing a double handle of calls. This was a waste of time and also not ideal for their company image. No customer enjoys being passed from one agent to the next!

There was also no planning in place to say when the agents were needed on the phones.
Additionally, there was no monitoring of what the agents were doing every day.

The Result
We put in place measures to stop the internal transfers. We also brought in an aligned shift pattern and monitored work activity.

These changes provided a cost-saving of £250k for the online holiday company.

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