3%+
Improved accuracy across all activities
33%
Reduced time to plan
230.000+
Daily interactions forecasted across the global organization
Background
Our client is the leading e-commerce and financial technology company in Latin America, with operations in 18 countries. It offers a complete ecosystem of solutions for individuals and businesses to buy, sell, advertise, obtain credit and insurance, collect, send money, save, and pay for goods and services both online and offline. Our client looks to facilitate access to commerce and financial services in Latin America, a market with great opportunities and high growth potential.
Challenge
The Customer Experience Team faced the huge challenge of responding to more than 4 million customer inquiries every month from across all regions in more than 18 countries. Due to the level of complexity of managing an increasingly larger operation and the client’s dynamism, the company decided to seek a comprehensive solution to help with 2 areas of focus: demand forecasting accuracy, and centralized front and back office capacity planning. As part of a journey toward transformative change, they implemented Anaplan to drive a step change in their end-to-end planning processes.
Approach
To tackle industry challenges, the team selected Keyrus to implement Anaplan with PlanIQ and machine learning to enhance forecasting accuracy. This approach uses neural networks, AI, and machine learning to quickly analyze data and make better forecasts and plans. Instead of addressing isolated issues, the company focused on comprehensive, connected planning across the organization. With the Keyrus team, they used an agile approach to successfully complete each project phase and be able to ultimately implement a world class contact center planning solution in Anaplan.
Key results
Benefits
Improved Forecast Accuracy: Leverage Anaplan PlanIQ's machine learning capabilities to achieve an improvement in forecast accuracy exceeding 80%, providing unprecedented precision at a granular level and enabling the forecasting of over 230,000 daily interactions. Real-time Scenario Analysis: Quickly create & compare multiple planning scenarios in real time to adapt to changing conditions. Optimized Agent Allocation: Optimize agent allocation, at both daily and hourly levels, aligning resources with forecasted demand utilizing Anaplan Optimizer. Single Source of Data: Streamline data connections across teams and processes, linking CX plans directly to detailed P&L insights for a unified view. Reduced Planning Time: Produce more detailed forecasts while reducing planning time by 33%, enabling faster decision-making. Enhanced Granularity: Perform forecast planning with greater detail, empowering better analysis and actionable insights.
Technology partners
Anaplan
Anaplan is a cloud-based SaaS solution that helps organizations optimize performance and drive digital transformation with confidence and agility.
150+
certified consultants
200+
clients
10+
years of partnership
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