Case Study: Conneqt Business Solutions Limited achieves faster, more accurate workforce planning with Intellicus Flow

Raising CX & Profitability for Conneqt Business Solutions Limited (CBSL) with Flow

Conneqt Business Solutions Limited, a major BPM and CLM services provider in India, needed a faster and more accurate way to manage workforce planning across multiple locations and siloed data sources. Its WFM team was spending weeks manually collecting, cleansing, and analyzing data in spreadsheets to forecast volumes, build capacity plans, and create rosters, with limited visibility across sites and a risk of either overstaffing or missing SLAs. The company needed a solution from Intellicus that could integrate with existing systems without disrupting its hosted environment.

Intellicus implemented Flow, using its upload utility, ETL capabilities, AutoML forecasting, what-if analysis, and real-time analytics to create a single source of truth and automate planning end to end. The result was forecasting and capacity planning in minutes instead of weeks, no need for manual buffers, 100% alignment between scheduling and predictions, and sub-3% leakages through smarter staffing and rostering. Conneqt Business Solutions Limited also gained hourly KPI visibility, improved resource management, and stronger customer experience and profitability with Intellicus Flow.

Conneqt Business Solutions Limited

Shashi Puthran

AVP WFM and MIS