Model multiple workload channels
Organize inbound calls, email, and related operational data so statistical methods could produce useful workload forecasts.
Anonymous workforce-management case study
Turning contact‑center workload data into faster staffing forecasts
A workforce-management software team partnered with Shinetech to turn proven statistical forecasting methods into a cloud application for contact-center workload and staffing planning.
The situation
Contact centers had the data to plan ahead, but forecasting remained slow and difficult to operationalize.
Customer-service organizations need to anticipate changing volumes across inbound calls, email, and other workload channels. Those forecasts directly influence how much capacity teams need at different times.
The client brought deep workforce-management expertise and proven statistical methods. The missing piece was a practical cloud product that could make those methods accessible without relying on time-consuming spreadsheet work.
The challenge
Turn specialized forecasting knowledge into software that operations teams could use confidently.
The product needed to preserve the client’s forecasting logic while making data preparation, forecast generation, and staffing decisions easier to manage in one web workflow.
Translate volume into staffing needs
Present forecast demand in a form that customer-service leaders could use when planning workforce capacity.
Move beyond spreadsheets
Replace a manual, hours-long process with a cloud workflow designed for repeatable use and broader availability.
The solution
A cloud-based forecasting workflow connected operational data, algorithms, and staffing requirements.
Shinetech helped shape the product roadmap, select appropriate platforms, establish the hosting environment, and manage delivery from the initial design through working releases.
- 01
Operational data foundation
Structure workload inputs so calls, email, and time-based demand could be prepared consistently for forecasting.
- 02
Forecasting logic
Bring the client’s established statistical methods into a repeatable application workflow without changing their central purpose.
- 03
Cloud web experience
Use the selected SharePoint and hosting environment to make forecasts and staffing requirements accessible through a practical web interface.
How we worked
The roadmap, delivery process, and product architecture were shaped together.
Shinetech introduced Agile and Scrum practices so both teams could turn the product concept into prioritized increments and review progress throughout development.
Together, the teams created product roadmaps and a release sequence. Shinetech also supported technology selection, hosting setup, and day-to-day software delivery.
This collaborative model gave the client visibility into decisions and created a foundation for continued product releases after the initial launch.
01Map
Turn the product vision into a roadmap.
02Prioritize
Sequence features and releases.
03Build
Deliver working cloud increments.
04Iterate
Review feedback and release improvements.
The result
A globally accessible forecasting product that reduced planning time from hours to minutes.
The launched application gave contact-center teams a clearer alternative to spreadsheet-based forecasting and made sophisticated workforce-planning methods easier to use through the cloud.
Hours → minutesto generate forecasts
Calls + emailincluded in workload planning
Cloud-basedaccess for distributed users
A usable path beyond spreadsheets
Forecast generation became a repeatable web workflow instead of a manual process assembled across separate files.
Workload connected to capacity
The product linked incoming customer-service demand with the staffing requirements operations teams needed to plan.
A foundation for continued releases
The client continued working with Shinetech to evolve the product after launch and highlighted the team’s communication, delivery speed, and work quality.
Case taxonomy
Searchable by domain, technology, and planning need.
Industry
- Contact Centers
- Customer Service
- Workforce Management
- SaaS
Technology
- SharePoint
- Cloud Application
- Web Application
- Forecasting Algorithms
- Data Management
Business need
- Workload Forecasting
- Staffing Planning
- Capacity Planning
- Forecast Automation
- Spreadsheet Replacement
Turn specialized knowledge into software
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“A fantastic company to work with.” After the initial rapid development project, American Shipping Co. kept two Shinetech developers embedded for nearly four years, supporting internal and external tools and new AI initiatives.
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