The Challenge: Inefficient Workforce Management
The client, a leading BPO and KPO services company, faced significant challenges in managing its workforce, particularly its on-bench employees. Senior leaders, including the COO, CIO, and CFO, struggled with low visibility into the bench, which hindered their ability to quickly access resource records and deploy employees to billable projects.
Every day, the company had to manually scan through over 2,500 resource records to identify available employees, a process that was both time-consuming and prone to errors. This inefficient task not only slowed down the allocation of resources to high-priority projects but also resulted in underutilization of available talent, affecting productivity and client satisfaction.
The lack of real-time data meant that decision-making was often delayed, leading to missed opportunities and increased operational costs. Managers had to spend valuable time on administrative tasks instead of focusing on more strategic initiatives. This manual approach was no longer sustainable, and senior leadership realized they needed a more efficient, automated solution to improve workforce management and enhance overall performance.
