{"id":42663,"date":"2025-07-23T13:11:15","date_gmt":"2025-07-23T11:11:15","guid":{"rendered":"https:\/\/optit.sviluppo.host\/caso-duso\/hera-comm\/"},"modified":"2026-02-19T00:11:50","modified_gmt":"2026-02-18T23:11:50","slug":"hera-comm","status":"publish","type":"caso-duso","link":"https:\/\/optit.sviluppo.host\/en\/what-we-do\/use-cases\/hera-comm\/","title":{"rendered":"Hera Comm"},"content":{"rendered":"<p><span>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, <\/span><b>intelligent resource-planning solution.<\/b><\/p>\n<p><span>The solution, delivered <\/span><b>in SaaS mode<\/b><span>, integrates:<\/span><\/p>\n<ul>\n<li><b>demand forecasting models<\/b><span> which take into account a range of factors (turnout, campaigns, channels);<\/span><span><br \/>\n<\/span><\/li>\n<li><b>shift optimisation and simulation tools<\/b><span> capable of managing operational constraints and staff availability;<\/span><span><br \/>\n<\/span><\/li>\n<li><b>monitoring and reporting dashboards<\/b><span> that support decision-making and consistent improvement.<\/span><span><br \/>\n<\/span><\/li>\n<\/ul>\n<p><span>The results have been significant:<\/span><\/p>\n<ul>\n<li><b>90% reduction in backlog within just a<\/b><span> few months;<\/span><span><br \/>\n<\/span><\/li>\n<li><b>30% reduction in waiting times<\/b><span>;<\/span><span><br \/>\n<\/span><\/li>\n<li><b>customer satisfaction increased by over 10%<\/b><span>, measured on an ongoing basis.<\/span><\/li>\n<\/ul>\n<p><span>The project has become a <\/span><b>successful case study<\/b><span>, cited within scientific literature and shortlisted for the<\/span> <a href=\"https:\/\/www.euro-online.org\/web\/pages\/209\/excellence-in-practice-award-eepa\"><span>EURO Excellence in Practice Award<\/span><\/a><span> and <\/span><span>the <\/span><a href=\"https:\/\/www.informs.org\/Recognizing-Excellence\/Wagner-Prize\"><span>Wagner Prize for Excellence in Operations Research Practice<\/span><\/a><span> in 2012 and 2013.\u00a0<\/span><\/p>\n<p><span>This is a real-world demonstration of how the<\/span><b> optimisation of internal processes can become a strategic lever<\/b><span> for the quality of community services.<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Workforce planning, value unlocked.<\/p>\n","protected":false},"featured_media":42662,"template":"","mercati":[816,828],"servizi":[820],"class_list":["post-42663","caso-duso","type-caso-duso","status-publish","has-post-thumbnail","hentry","mercato-energy","mercato-retail","servizio-custom-solutions"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.8 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Hera Comm | Casi d&#039;uso | OPTIT<\/title>\n<meta name=\"description\" content=\"Workforce planning, value 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