India's largest platform and marketplace for GCCs & AI

Sign in

India's largest platform and marketplace for GCCs & AI
Become a Thought Leader
Become a 3AI Member

Sign in

3AI Digital Library

< Go Back

Volume Forecasting for IT Support Tickets

3AI September 6, 2020

Europe based manufacturing client

Problem Statement

  • A manufacturing giant runs its IT Support center operations from multiple locations. With various LOBs, Languages, Teams, and Geographies. Due to an incumbent process, the demand queue was not properly managed.
  • Linear extrapolation was yielding a high error percentage for demand planning, the team wanted a much more correct volume estimate.



Analytics Led Approach

Methodology Comparison and Evaluation

Event Class Suggestion

  • Part comparison of methodologies to evaluate the ‘best in class’ forecaster
  • Evaluation of the methodologies which yield the most believable forecasts

Critical Success Factors

  • High accuracy of forecasts, increase of efficiency by over 90% from the original forecast
  • Multiple LOB’s utilized multiple models to evaluate the time patterns and estimates. A combination of methodologies ensured more flexible model
  • Demand planning effort for the IT Support teams went down significantly to yield much more efficient results and better shift planning

    3AI Trending Articles

  • Digiboxx plans to hire 5,000 engineers

    Digiboxx is also aiming to have 10 million users in the next three years Digiboxx has started offering up to 20 gigabyte (GB) of free online storage in which an user can store and share file size of up to 2 GB New Delhi: Online file storage and sharing services startup Digiboxx on Tuesday said […]

  • Upside AI to use ML to make Fundamental Investment Decisions

    The pandemic has made humans more dependent on technology, be it for working, shopping and now even for investing. Upside AI — a SEBI registered Portfolio Management Service (PMS) is among the first funds in India to use machine learning to make fundamental investment decisions. The technology-focused fund believes that the next Warren Buffett would […]

  • Blockchain and IoT gives end-to-end visibility to Stakeholders in a Supply Chain

    While IoT sensors help track the movement and quality of products, blockchain’s distributed ledger gives multiple entities joint control over shared information . Covid concentrated attention on supply chains like never before as the pandemic caused massive disruptions. Companies started looking deeper into the roots of their supplies, going further back than their immediate vendors. […]

  • Transforming Customer Experience through Unified Business Functions

    Author: Souvik Das, AVP – Platforms & Offerings, Genpact Digital and Pramit Dasgupta,VP – Platforms & Offerings, Genpact Digital The recent pandemic has changed customer expectations and interactions in many ways. Forever. As organizations evolve through the new normal and gear up to satisfy their customers, there is a need to rethink and redesign how […]