US global tech giant achieves 97% accuracy of global workforce capacity planning
Our client is an American multinational technology company. They turned to HCLTech to implement capacity workforce planning for their customer services and support (CSS) team. They also asked us to develop and maintain scalable ML-based models as the single source of truth with accurate, high-quality data delivered via multiple channels to all business leads.
The Challenge
Ungoverned data, unscalable models and manual processes hindered operations
The client’s CSS team is one of the world’s largest support teams, with more than 25,000 FTEs working with many technologies in multiple regions, time zones, languages and support tiers across the company’s 200+ products and associated service lines.
The CSS organization relied heavily on ungoverned data, unscalable models and manual processes to create limited forecasting for accounting and operational purposes. In addition, accounting and operational forecasts didn’t reconcile with each other. As a result, the company needed a consistent interface for creating and accessing forecasts.
The Objective
Predictable, reliable and scalable models for the organization
The client turned to HCLTech to address these challenges and discuss their objective to institute CSS ticket volume forecasting as a tool in planning CSS workforce capacity. The plan was to collect CSS ticket data at the level of each line of business to forecast the capacity and ticket volume in 8,000+ dimensions.
The Solution
Workforce management framework and solution to ensure, data integrity and deliver ML-based forecasting models
HCLTech proposed and implemented a workforce management framework and solution to deliver a predictable, scalable and statistical model as a single source of truth to all business leads. We developed an integrated end-to-end solution that comprises data engineering, data science, data storage and data analysis. A highly configurable and scalable centralized system manages data collection, processing and reporting.
The solution for accounting and operational capacity planning provides strong data integrity and ML-based forecasting models based on robust statistical methodologies. A powerful BI forecast insight dashboard provides views on forecasting accuracy and associated trends, with self-access for internal stakeholders and partners. We also automated data quality validation, anomaly detection through an in-house detection tool and anomaly reports.
The Impact
Accurate capacity planning of the workforce and a single source of truth for business leads
The significant business impacts include:
- Timely generation of customized, integrated forecasts for all business leads with 97%+ accuracy and ease of reconciliation
- Automated data quality increased platform availability and reduced manual data quality effort by more than 60%
- Faster processing of large datasets—40,000 forecasts are processed in less than 10 hours
- Segregation of development and production modularizing database servers reduced server load
The bottom line: The client now has robust CSS capacity workforce planning and a single source of truth for all business leads.
