To optimise the work of operators, reduce waiting times and improve the customer experience, Heracomm, a commercial company within Gruppo Hera, relies on Optit to develop a bespoke, intelligent resource-planning solution.
The solution, delivered in SaaS mode, integrates:
- demand forecasting models which take into account a range of factors (turnout, campaigns, channels);
- shift optimisation and simulation tools capable of managing operational constraints and staff availability;
- monitoring and reporting dashboards that support decision-making and consistent improvement.
The results have been significant:
- 90% reduction in backlog within just a few months;
- 30% reduction in waiting times;
- customer satisfaction increased by over 10%, measured on an ongoing basis.
The project has become a successful case study, cited within scientific literature and shortlisted for the EURO Excellence in Practice Award and the Wagner Prize for Excellence in Operations Research Practice in 2012 and 2013.
This is a real-world demonstration of how the optimisation of internal processes can become a strategic lever for the quality of community services.
