Our Valued Clients

ACTIVE OPS

Online Content Review

Review of the client’s website comparing content against competitors to identify improvements.

BARCLAYS

Schedule Review

Review of current schedule effectiveness and design of new rota patterns and staffing strategy.

BODEN

Flexible Working and Schedule Review

Review of current schedule effectiveness and benefits of introducing flexible working practices.

BRITISH GAS

Resource Planning Team Review

Review the effectiveness of the resource planning team, it’s structure and ability of those working within, advising of any improvements.

CAPITAL ONE

Resource Planning Structure & Function

Review requirements and recommend the structure, roles and functionality for the Resource Planning team. Incorporation of on/off shore and change forecasting and capacity planning along with improved scheduling and increased service delivery influence.

DHU HEALTHCARE CIC (111)

Rota Pattern Implementation

Staff rota survey leading to design and introduction of rota patterns for all clinical and non-clinical staff. Review of Workforce Planning team functionality and use of existing WFM software to support its better use.

DIRECT LINE GROUP

Analyse Customer Wait Time

Analyse and establish the optimum customer wait time in the claims call centres.

DIRECT LINE GROUP

Review Budget and Planning Cycle and Governance

Review the current budget and planning cycle and governance to identify improvements.

DOMESTIC AND GENERAL

Demand Forecasting, Capacity Plan and Schedule Reviews

Review the current resource planning cycle and identify improvements, specifically in demand forecasting, capacity planning and schedule effectiveness.

EAST SUFFOLK COUNCIL

Implement Resource Plans

Implement rudimentary resource plans and establish an in-house resource planning capability.

EQUINIX

Create and Maintain IT Helpdesk Schedules

Create and maintain multinational and bilingual helpdesk schedules and work rotas.

FINANCIAL CONDUCT AUTHORITY (FCA)

Recruitment Interviews

Conduct interviews and candidate assessments to support recruitment ambitions.

FOOD & ENVIRONMENT RESEARCH AGENCY (FERA)

Establish Demand and Long term Resource Plans

Create customer demand forecasts and capacity plans for staff and machine resources and establish an in-house planning capability.

LEGAL AND GENERAL

Claims Demand and Capacity & Budget Planning Review

Review the current resource planning cycle and identify improvements, specifically in demand forecasting and capacity & budget planning.

MACMILLAN CANCER SUPPORT CHARITY

Long Term & Budget Planning and Shift Review

Establish Demand Forecasting, Budget and Long Term Planning and Recruitment processes and models. Create new shift patterns for extended opening hours and new recruitment.

MACMILLAN CANCER SUPPORT CHARITY

Resource Planning Structure

Re-design of Resource Planning function along with documentation of all processes and roles within the team to support an Operational restructure.

MACMILLAN CANCER SUPPORT CHARITY

Mobile Service Planning Models & Processes

Creating new event and resource planning models to ensure VOSA and staff work time regulations are complied with. Easy access to staff schedules across the UK and within regions.

NORFOLK POLICE CONSTABULARY

Call Centre Merger Planning

Create capacity plans to establish the resource and cost benefits of call centre merging.

RAC

Create Plan For Corporate Contract Bid

Create and populate a plan to support a corporate contract bid and establish an in-house bid modelling capability.

RS COMPONENTS

Schedule Review

Create new schedule patterns and call centre staffing options to support in-house customer service transformation project.

SELFRIDGES

Establish Capacity Planning Function

Create capacity plans for customer call centre resources and establish an in-house planning capability.

SOUTH CENTRAL AMBULANCE SERVICE - NATIONAL PANDEMIC RESPONSE

Covid Vaccination and Pass Demand & Resource Planning

Citizen call demand forecasting for national Covid vaccination roll out service and 119 contact centre resource capacity and budget planning in response to vaccination invitations and domestic and international vaccination pass requirements.

THAMES WATER

Demand Forecasting Review

Review the current customer demand forecasting techniques and tolls and identify and recommend improvements and benefits.

THE FORUM

Innovation Awards Judging

Visiting innovation awards finalists to review their submission, selection of winners and writing case studies capturing their work for best practice guide books.

THE FORUM

Standards Benchmarking

Visiting companies to review their bench-marking submission, marking their position against their peers and writing final report capturing their position and required improvements.

THOMAS COOK

Complaints Back Office Capacity Planning

Create, populate and implement a capacity plan for the complaints function and establish an in-house resource planning capability.

WAKEFIELD DISTRICT HOUSING (WDH)

Call Centre and Field Resource Planning

Create capacity plans and availability forecasts for customer call centre and field resources and establish an in-house planning capability.

YORKSHIRE AMBULANCE 111 SERVICE

Call Centre Planning, Process and Flexibility

Establish staff rota patterns and initial schedules for new service. Identify annualised working opportunities and benefits. Support resource team recruitment. Reviewed and defined resource planning processes, resource team role profiles, structure and KPIs.

YORKSHIRE AMBULANCE 999 SERVICE

Road Resource Planning, Process and Flexibility

Support the service transformation project through delivery of a resource planning cycle, specifically the demand forecasting and capacity planning. Review of resource team member capabilities and design of training matrix. Reviewed and defined resource planning processes, resource team role profiles, structure and KPIs.

YORKSHIRE AMBULANCE IUC (111)

Rota Review

Staff rota survey leading to re-design of rota patterns for all clinical and non-clinical staff.

ZIP WATER

Customer Demand and Capacity Planning

Review of customer journey within the fulfilment centre to support the creation of the budget/demand forecasts and capacity plan and establish an in-house planning capability.

If you’re ready to succeed, we are ready to help. Call us today to set up a consultation.