Apex | Apex | PagesSSC-Case-Study Policy Enforcement SITUATION We were engaged to deliver a seven by twenty-four (7x24) support and monitoring service center comprised of a 40-50 person team at one of our client’s Northwest locations. To ensure optimum resource performance, we deployed a customized support service center solution powered by our workforce management process to increase retention, reward performance, and provide program-level financial management and metrics. The key objectives of this engagement included: Implementation of an effective workforce management process Establishing performance management metrics and support processes Providing demand planning governance Improving Key Performance Indicators (KPI) and Service Level Agreements (SLA) management and delivery Increasing client’s overall customer experience SOLUTION To address our client’s high-volume resource and logistical needs, we designed a comprehensive workforce, delivery, and performance management solution. To minimize ramp-up time, we preserved the subject matter expertise of the existing team through rebadging, recruited and sourced a pipeline of pre-screened technical consultants, and constructed a seasoned leadership team to implement a best-in-class workforce management solution. Our team also defined more effective KPIs, SLAs, and reporting tools; monitored resource performance; and financially rewarded the high achievers. RESULT Our workforce management solution resulted in overall improved efficiencies and effectiveness, with less than 7% attrition, and enhanced team loyalty. Additionally, productivity increased by more than 50% across several metrics because of more effective KPI and SLA management, and improved performance management. As a result of the improved efficiency, our client was able to take on new service and support areas for their customers resulting in us more than doubling the size of the team.