Optimizing workforce planning with machine learning at ESAS
Infrastructure services provider ESAS was looking for ways to boost customer satisfaction, while maintaining operational efficiency. If they’d be able to plan more accurately, they wouldn’t have to shift customer appointments between technicians at the last minute and thus improve customer satisfaction.
By analyzing employee and absentee data through machine learning, the drivers of absenteeism were identified, such as overtime and travel distance. Based on these insights, Operations & HR now addresses the issues in employees’ performance management talks, while schedulers can plan far more accurately.