Case Study: ResQ boosts planning efficiency and saves £60,000 with Peopleware

ResQ cuts scheduling time to 1.5 hours and saves £60,000 with Peopleware

ResQ, an award-winning BPO contact centre specialist, faced a unique workforce management challenge. As an outsourcer, it received 15-minute headcount requirements directly from clients instead of using traditional forecasting data. This prevented ResQ from fully leveraging the automation of its vendor, Peopleware, forcing its planners into a manual, time-consuming scheduling process that led to inefficiencies and team dissatisfaction.

Peopleware developed a custom Requirements Importer Tool that allowed ResQ to bulk upload its client headcount requirements directly into the system. This solution unlocked Peopleware's automation capabilities, drastically reducing manual work. The results included £60,000 in annual savings, a reduction in monthly hours above billable from 1,300 to 450, and the ability to win a new client without increasing the size of the planning team.

ResQ