Implementing Resource Planning tools and processes for Gtech Customer Services

Gtech, which manufactures and sells innovative cordless products, is undergoing rapid expansion. The company sells its products directly through its website, through a Customer Services and Sales centre, and also through retail channels. Drakelow Consulting worked with the business to accelerate development of forecasting and planning processes to ensure that the customer service and sales resource was able to grow in line with the business’s ambitious plans.

Specifically, Drakelow Consulting Ltd selected the optimum forecasting models based on business activity, and created a resource model to calculate a weekly resource requirement for each future week, based on sensible performance assumptions. Further, the project developed a scheduling tool that examines every 15-minute period throughout the week. Full support was given in the recruitment of a Resource Planning Analyst, and Drakelow Consulting collaborated with the new analyst to design and build a WFM tool to plan within-day exceptions.

In a subsequent initiative, Drakelow Consulting has completed a reporting initiative for Gtech, working with the client to acquire meaningful MI from the database of a recently-implemented telephony and multimedia platform.

Chris Plank, Gtech’s Customer Services Director said, “Drakelow Consulting helped Gtech by producing robust planning processes across; forecasting, scheduling and management information production. Phil's experience and insight have helped us to move forward far more quickly than we would have otherwise been able to, and his ‘can do’ attitude and focus have helped to inspire those that he worked with.”