Case Study
Healthcare Workforce Management Overhaul
+$2.85 Million
Yearly Operational Savings
35%
Reduction in Headcount
11%
Increase in Productive Time
CASE STUDY DETAILS
Project Summary:
The client, one of the largest U.S. healthcare providers, partnered with Knowledge Rhino to transform its fragmented workforce management (WFM) operations across 47 lines of business.
This strategic overhaul focused on improving agent productivity, optimizing forecasting, enabling cross-utilization of staff, and delivering real-time data visibility for smarter decision-making.
CASE STUDY DETAILS
The Challenge:
- Siloed WFM, HR, operations, finance, and technology teams with limited collaboration
- No cross-utilization of agents, resulting in inefficiencies and idle time
- Inconsistent and delayed reporting with no actionable insights
- Unmonitored offline activity, including email, chat, and back-office tasks
- Poorly aligned call routing, driving high transfer rates and customer frustration
- Inaccurate forecasting and misaligned staffing leading to missed service levels
PLAN OF ACTION
Project Solution:
Knowledge Rhino initially engaged to conduct a comprehensive 360-degree assessment of workforce operations, workflows, reporting, call routing, and stakeholder alignment. As the assessment surfaced systemic issues that required sustained ownership rather than point-in-time recommendations, the engagement evolved into a full-service managed services partnership.
Key actions included:
- Aligning operations through daily WFM standups and real-time reporting
- Deploying a centralized data warehouse and proprietary analytics platform
- Redesigning call routing, reducing transfer rates from 27% to <6%
- Tracking offline time and optimizing payroll-to-login ratios
- Implementing advanced forecasting models and improving SMAPE accuracy
- Empowering leadership with actionable, real-time dashboards
THE OUTCOME
New Initiatives:
- Unified data warehouse across 47 lines of business
- Real-time WFM dashboards and “what-if” scenario tools
- Advanced forecasting with time series and scenario-based scheduling
- Daily huddles with operations to address service level risks proactively
- Integrated tracking of AUX codes, breaks, and non-productive time
- Reengineered call routing for smarter skill-based assignments
THE OUTCOME
Project Results:
Within 90 days:
- Forecasting accuracy improved from -20% to within 7% SMAPE
- Call transfer rate reduced by 21 percentage points
- CSAT increased by 7%
- Productive time increased by 11%
- Reporting latency dropped from 1+ days to real-time
- Delivered over $2,850,000 in annual cost savings