SPRINT: Optimization of Staff Management for Desk Customer Relations Services at Hera

Daniele Vigo (), Claudio Caremi (), Angelo Gordini (), Sandro Bosso (), Giuseppe D’Aleo () and Beatrice Beleggia ()
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Daniele Vigo: University of Bologna, 40136 Bologna, Italy; and Optit srl, 40026 Imola, Italy
Claudio Caremi: Optit srl, 40026 Imola, Italy
Angelo Gordini: Optit srl, 40026 Imola, Italy
Sandro Bosso: Hera Comm srl, Gruppo Hera, 40026 Imola, Italy
Giuseppe D’Aleo: Hera Comm srl, Gruppo Hera, 40026 Imola, Italy
Beatrice Beleggia: Hera Comm srl, Gruppo Hera, 40026 Imola, Italy

Interfaces, 2014, vol. 44, issue 5, 461-479

Abstract: In this paper, we discuss a decision support system for optimizing staff management of desk customer relations services at Hera, a large Italian multiutility company. The system, SPRINT, which is based on state-of-the-art demand forecasting, implements a novel two-phase optimization procedure based on adaptive staffing. The processes developed proved to be superior to other state-of-the-art approaches. After using the system for two years, Hera has considerably improved its planning and management processes, achieved a significant level-of-service improvement of its desk customer services, and substantially increased staff productivity.

Keywords: customer relations management; staff management; forecasting; integer linear programming (search for similar items in EconPapers)
Date: 2014
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Citations: View citations in EconPapers (1)

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Persistent link: https://EconPapers.repec.org/RePEc:inm:orinte:v:44:y:2014:i:5:p:461-479

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