{"id":42663,"date":"2025-07-23T13:11:15","date_gmt":"2025-07-23T11:11:15","guid":{"rendered":"https:\/\/optit.net\/caso-duso\/hera-comm\/"},"modified":"2026-07-15T17:52:06","modified_gmt":"2026-07-15T15:52:06","slug":"hera-comm","status":"publish","type":"caso-duso","link":"https:\/\/optit.net\/en\/what-we-do\/use-cases\/hera-comm\/","title":{"rendered":"-90% backlog with a globally award-winning workforce demand forecasting model"},"content":{"rendered":"<p>Managing relationships with millions of customers is a huge organisational challenge for any large utility. For Hera Comm, the main challenge lies in the extremely high <strong>variability in demand for customer support<\/strong>, driven by marketing campaigns, billing deadlines and seasonality.<\/p>\n<p>Accurately forecasting demand peaks is critical: understaffing immediately leads to <strong>backlog build-up, long queues at service desks<\/strong> and a decline in customer experience. Overstaffing, on the other hand, drives up operating costs inefficiently.<\/p>\n<p>What was needed was to <strong>move beyond rigid scheduling models<\/strong> disconnected from historical data. Hera Comm needed a tool capable of balancing staff contractual constraints with expected service levels, turning workforce planning into a strategic lever for customer experience.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Forecasting demand peaks, planning shifts, cutting waiting times: prescriptive algorithms serving millions of customers.<\/p>\n","protected":false},"featured_media":42662,"template":"","mercati":[816,828],"servizi":[929,931,820],"class_list":["post-42663","caso-duso","type-caso-duso","status-publish","has-post-thumbnail","hentry","mercato-energy","mercato-retail","servizio-forecasting-as-a-service","servizio-workforce-scheduling-as-a-service","servizio-custom-solutions"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.1 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>-90% backlog with a globally award-winning workforce demand forecasting model | Casi d&#039;uso | OPTIT<\/title>\n<meta name=\"description\" content=\"Forecasting demand peaks, planning shifts, cutting waiting times: prescriptive algorithms serving millions of customers.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/optit.net\/en\/what-we-do\/use-cases\/hera-comm\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"-90% backlog with a globally award-winning workforce demand forecasting model | Casi d&#039;uso | OPTIT\" \/>\n<meta property=\"og:description\" content=\"Forecasting demand peaks, planning shifts, cutting waiting times: prescriptive algorithms serving millions of customers.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/optit.net\/en\/what-we-do\/use-cases\/hera-comm\/\" \/>\n<meta property=\"og:site_name\" content=\"OPTIT\" \/>\n<meta property=\"article:modified_time\" content=\"2026-07-15T15:52:06+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/optit.net\/wp-content\/uploads\/2025\/07\/Nuovo-progetto-11-2.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"900\" \/>\n\t<meta property=\"og:image:height\" content=\"400\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/optit.net\\\/en\\\/what-we-do\\\/use-cases\\\/hera-comm\\\/\",\"url\":\"https:\\\/\\\/optit.net\\\/en\\\/what-we-do\\\/use-cases\\\/hera-comm\\\/\",\"name\":\"-90% backlog with a globally award-winning workforce demand forecasting model | Casi d'uso | OPTIT\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/optit.net\\\/en\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/optit.net\\\/en\\\/what-we-do\\\/use-cases\\\/hera-comm\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/optit.net\\\/en\\\/what-we-do\\\/use-cases\\\/hera-comm\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/optit.net\\\/wp-content\\\/uploads\\\/2025\\\/07\\\/Nuovo-progetto-11-2.jpg\",\"datePublished\":\"2025-07-23T11:11:15+00:00\",\"dateModified\":\"2026-07-15T15:52:06+00:00\",\"description\":\"Forecasting demand peaks, planning shifts, cutting waiting times: prescriptive algorithms serving millions of customers.\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/optit.net\\\/en\\\/what-we-do\\\/use-cases\\\/hera-comm\\\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/optit.net\\\/en\\\/what-we-do\\\/use-cases\\\/hera-comm\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/optit.net\\\/en\\\/what-we-do\\\/use-cases\\\/hera-comm\\\/#primaryimage\",\"url\":\"https:\\\/\\\/optit.net\\\/wp-content\\\/uploads\\\/2025\\\/07\\\/Nuovo-progetto-11-2.jpg\",\"contentUrl\":\"https:\\\/\\\/optit.net\\\/wp-content\\\/uploads\\\/2025\\\/07\\\/Nuovo-progetto-11-2.jpg\",\"width\":900,\"height\":400},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/optit.net\\\/en\\\/what-we-do\\\/use-cases\\\/hera-comm\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/optit.net\\\/en\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Casi d'uso\",\"item\":\"https:\\\/\\\/optit.net\\\/en\\\/what-we-do\\\/use-cases\\\/\"},{\"@type\":\"ListItem\",\"position\":3,\"name\":\"Energy\",\"item\":\"https:\\\/\\\/optit.net\\\/en\\\/market\\\/energy\\\/\"},{\"@type\":\"ListItem\",\"position\":4,\"name\":\"-90% backlog with a globally award-winning workforce demand forecasting model\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/optit.net\\\/en\\\/#website\",\"url\":\"https:\\\/\\\/optit.net\\\/en\\\/\",\"name\":\"OPTIT\",\"description\":\"Optimal Solutions\",\"publisher\":{\"@id\":\"https:\\\/\\\/optit.net\\\/en\\\/#organization\"},\"alternateName\":\"Optimal Solutions\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/optit.net\\\/en\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/optit.net\\\/en\\\/#organization\",\"name\":\"OPTIT\",\"url\":\"https:\\\/\\\/optit.net\\\/en\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/optit.net\\\/en\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/optit.net\\\/wp-content\\\/uploads\\\/2025\\\/02\\\/Livello-1.svg\",\"contentUrl\":\"https:\\\/\\\/optit.net\\\/wp-content\\\/uploads\\\/2025\\\/02\\\/Livello-1.svg\",\"width\":329,\"height\":64,\"caption\":\"OPTIT\"},\"image\":{\"@id\":\"https:\\\/\\\/optit.net\\\/en\\\/#\\\/schema\\\/logo\\\/image\\\/\"},\"sameAs\":[\"https:\\\/\\\/www.linkedin.com\\\/company\\\/optit-s.r.l.\\\/\"]}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"-90% backlog with a globally award-winning workforce demand forecasting model | Casi d'uso | OPTIT","description":"Forecasting demand peaks, planning shifts, cutting waiting times: prescriptive algorithms serving millions of customers.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/optit.net\/en\/what-we-do\/use-cases\/hera-comm\/","og_locale":"en_US","og_type":"article","og_title":"-90% backlog with a globally award-winning workforce demand forecasting model | Casi d'uso | OPTIT","og_description":"Forecasting demand peaks, planning shifts, cutting waiting times: prescriptive algorithms serving millions of customers.","og_url":"https:\/\/optit.net\/en\/what-we-do\/use-cases\/hera-comm\/","og_site_name":"OPTIT","article_modified_time":"2026-07-15T15:52:06+00:00","og_image":[{"width":900,"height":400,"url":"https:\/\/optit.net\/wp-content\/uploads\/2025\/07\/Nuovo-progetto-11-2.jpg","type":"image\/jpeg"}],"twitter_card":"summary_large_image","twitter_misc":{"Est. reading time":"1 minute"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/optit.net\/en\/what-we-do\/use-cases\/hera-comm\/","url":"https:\/\/optit.net\/en\/what-we-do\/use-cases\/hera-comm\/","name":"-90% backlog with a globally award-winning workforce demand forecasting model | Casi d'uso | OPTIT","isPartOf":{"@id":"https:\/\/optit.net\/en\/#website"},"primaryImageOfPage":{"@id":"https:\/\/optit.net\/en\/what-we-do\/use-cases\/hera-comm\/#primaryimage"},"image":{"@id":"https:\/\/optit.net\/en\/what-we-do\/use-cases\/hera-comm\/#primaryimage"},"thumbnailUrl":"https:\/\/optit.net\/wp-content\/uploads\/2025\/07\/Nuovo-progetto-11-2.jpg","datePublished":"2025-07-23T11:11:15+00:00","dateModified":"2026-07-15T15:52:06+00:00","description":"Forecasting demand peaks, planning shifts, cutting waiting times: prescriptive algorithms serving millions of customers.","breadcrumb":{"@id":"https:\/\/optit.net\/en\/what-we-do\/use-cases\/hera-comm\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/optit.net\/en\/what-we-do\/use-cases\/hera-comm\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/optit.net\/en\/what-we-do\/use-cases\/hera-comm\/#primaryimage","url":"https:\/\/optit.net\/wp-content\/uploads\/2025\/07\/Nuovo-progetto-11-2.jpg","contentUrl":"https:\/\/optit.net\/wp-content\/uploads\/2025\/07\/Nuovo-progetto-11-2.jpg","width":900,"height":400},{"@type":"BreadcrumbList","@id":"https:\/\/optit.net\/en\/what-we-do\/use-cases\/hera-comm\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/optit.net\/en\/"},{"@type":"ListItem","position":2,"name":"Casi d'uso","item":"https:\/\/optit.net\/en\/what-we-do\/use-cases\/"},{"@type":"ListItem","position":3,"name":"Energy","item":"https:\/\/optit.net\/en\/market\/energy\/"},{"@type":"ListItem","position":4,"name":"-90% backlog with a globally award-winning workforce demand forecasting model"}]},{"@type":"WebSite","@id":"https:\/\/optit.net\/en\/#website","url":"https:\/\/optit.net\/en\/","name":"OPTIT","description":"Optimal Solutions","publisher":{"@id":"https:\/\/optit.net\/en\/#organization"},"alternateName":"Optimal Solutions","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/optit.net\/en\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/optit.net\/en\/#organization","name":"OPTIT","url":"https:\/\/optit.net\/en\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/optit.net\/en\/#\/schema\/logo\/image\/","url":"https:\/\/optit.net\/wp-content\/uploads\/2025\/02\/Livello-1.svg","contentUrl":"https:\/\/optit.net\/wp-content\/uploads\/2025\/02\/Livello-1.svg","width":329,"height":64,"caption":"OPTIT"},"image":{"@id":"https:\/\/optit.net\/en\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.linkedin.com\/company\/optit-s.r.l.\/"]}]}},"_links":{"self":[{"href":"https:\/\/optit.net\/en\/wp-json\/wp\/v2\/caso-duso\/42663","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/optit.net\/en\/wp-json\/wp\/v2\/caso-duso"}],"about":[{"href":"https:\/\/optit.net\/en\/wp-json\/wp\/v2\/types\/caso-duso"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/optit.net\/en\/wp-json\/wp\/v2\/media\/42662"}],"wp:attachment":[{"href":"https:\/\/optit.net\/en\/wp-json\/wp\/v2\/media?parent=42663"}],"wp:term":[{"taxonomy":"mercato","embeddable":true,"href":"https:\/\/optit.net\/en\/wp-json\/wp\/v2\/mercati?post=42663"},{"taxonomy":"servizio","embeddable":true,"href":"https:\/\/optit.net\/en\/wp-json\/wp\/v2\/servizi?post=42663"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}