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How a Top Australian University Cut Costs by 30% & Boosted TAT by 73% in 88 Days
About the Client
A globally renowned Australian university known for excellence in professional and vocational education, addressing the needs of industry and the community.
Challenges
- Creating accessible content for students with hearing impairments
- Embedding closed captioning into numerous videos under a tight deadline
- Processing a high volume of videos in a short time frame
Executive Summary
The client required a rapid solution to process and caption a large volume of video content, ensuring accessibility for hearing-impaired students. By partnering with Lumina Datamatics, the university was able to clear backlogs, enhance accessibility, and improve operational efficiency within just 88 days.
Objective
To address inefficiencies in its customer service operations, the client aimed to implement a more granular and statistically sound forecasting process tailored to each service channel. The focus was on improving weekly forecast accuracy, optimizing headcount to prevent overstaffing during peak retail periods, and ensuring resources were better aligned with actual demand patterns. The client also intended to enhance service levels, reduce abandonment rates, and build a flexible WFM model that could scale with the demands of a multi-channel retail environment influenced by frequent promotions, seasonal events, and shifting customer behaviors.
