Three points in year one, then three more after optimizing the process
Forecasts now run by day and process, connected to BigQuery data
Several models compete per process, and the most accurate one is used
Mercado Libre is the largest e-commerce company in Latin America, operating in 18 countries with a customer service team of roughly 10,000 to 11,000 agents. Its CX demand planning team used to build forecasts in spreadsheets, with each planner working apart from the rest. In this interview, Julio from the Keyrus and Anaplan team talks with Rodrigo, demand planning manager for Mercado Libre's customer experience team, about why that process stopped working, what changed after moving demand forecasting and capacity planning onto Anaplan, and where they want to take it next.
