The Customer Experience Team faced the huge challenge of responding to more than 4 million customer inquiries every month from across all regions in more than 18 countries. Due to the level of complexity of managing an increasingly larger operation and the client’s dynamism, the company decided to seek a comprehensive solution to help with 2 areas of focus: demand forecasting accuracy, and centralized front and back office capacity planning. As part of a journey toward transformative change, they implemented Anaplan to drive a step change in their end-to-end planning processes.

To tackle industry challenges, the team selected Keyrus to implement Anaplan with PlanIQ and machine learning to enhance forecasting accuracy. This approach uses neural networks, AI, and machine learning to quickly analyze data and make better forecasts and plans. Instead of addressing isolated issues, the company focused on comprehensive, connected planning across the organization. With the Keyrus team, they used an agile approach to successfully complete each project phase and be able to ultimately implement a world class contact center planning solution in Anaplan.