We conduct an in-depth analysis of your end-to-end operations planning tools and processes, benchmark them against industry best practices, and deliver actionable recommendations for improvement. Our prioritised solutions focus on providing you with significant and immediate benefits, streamlining efficiency, identifying commercial opportunities, and enhancing overall performance.

We specialise in perfecting your demand forecasting models and processes to avoid costly overstaffing and ensure customer satisfaction. With a blend of academic rigour and extensive real-world experience, we maximise forecast accuracy by selecting the optimum models, gaining valuable insights across your business, and fostering consensus-driven judgments. Our commitment doesn’t end there; we transfer forecasting knowledge and best practices to your analysts and the broader operation, empowering your team for sustained, ongoing success. Trust our expertise to optimise not only operational demand forecasting but also sales volume predictions and supply chain activities, including estimations for promotional campaigns.

Experience efficiency in your operational centre through our tailored resource requirement estimation models. Whether it’s inbound, outbound, administration, technical back office, email, webchat, or field-based work, our versatile models cover all domains and functions. With successful automation of various algorithms, including queueing theory, we deliver accurate resource projections that achieve target service levels at challenging yet achievable performance benchmarks. Our models allow you to test different assumptions and explore resource requirements and commercial outcomes across a range of scenarios.

Discover the perfect mix across customer satisfaction, employee engagement, and operational costs with an optimum scheduling framework. With extensive experience in various scheduling mechanisms, we tailor solutions to your specific needs, ensuring resources closely align with daily and interval requirement profiles.

Enhance your Resource Planning capability and adapt seamlessly to changing demands, be it customer behaviour, marketing activities, or other factors. We collaborate with you to develop and maintain long, medium, and short-term tools, ensuring efficient planning for recruitment, holidays, absences, meetings, breaks and lunches, aiming for consistent service levels across every interval. The result for your operation is a cost-effective alignment of resources meeting a varying demand, ensuring reliable service levels and operational excellence.

Benefit from our wealth of experience in implementing and optimising Workforce Management Systems (WFMs). Whether you require support in project management for a new WFM implementation or seek to unlock the full potential of your existing system, we’ve got you covered. With our expertise, your organisation can achieve WFM integration and harness the full value of these systems, streamlining operations, and maximising efficiency.

Gain a significant competitive advantage by harnessing the potential of a well-designed and efficient Support Services function. Our consultancy is dedicated to partnering with you in creating the optimum structure, identifying crucial capabilities to drive your desired outcomes. Drawing from extensive practical experience, we provide reliable insights into team optimisation, enabling the recruitment of top-tier leaders, analysts and administrators. Additionally, our tailored coaching programs will bolster the development of your forecasting, planning, real-time management, reporting, and analysis resources, empowering your team for success.

Achieve a robust budget plan, detailing the necessary resources and cost required to provide services and deliver excellent customer service. The submission of a budget can be difficult and complex, taking into account many different factors, including challenging and achievable performance targets, opportunities to automate and also risk factors. The creation of a budget can place a huge challenge on an operational leadership team, and often the necessary skills are not in place to deliver a full submission. Let us help by delivering a budget submission, with a full audit trail of assumptions, that supports excellent delivery of customer service.