Case Study: Hapvida achieves 95% forecast accuracy and unified workforce management with NICE Systems' IEX Workforce Management

Improving Access To Health Care With Superior Workforce Management

Hapvida Saúde, one of Brazil’s largest supplemental healthcare providers serving over 4 million beneficiaries, faced inconsistent planning and staffing across 15 contact centers after rapid expansion. Rising COVID-19 demand exposed gaps—manual forecasting, scheduling and reporting, no real-time adherence, and uneven service levels—so the company needed a single workforce management solution to standardize operations and improve patient-facing service.

Working with partner Telesul, Hapvida implemented NICE IEX Workforce Management in Q4 2020, unifying 52 management units into one system and completing rollout by December 28. Forecast accuracy rose from 74% to 95%, service levels improved despite higher demand, days-long scheduling delays were eliminated, reporting became timelier and more trusted, real-time adherence was enabled, and training programs brought non-contact-center staff up to speed.

Hapvida

Antonio Jefferson Ribeiro Soares

Customer Service Director