SPRINT: Optimization of Staff Management for Desk Customer Relations Services at Hera
SPRINT is a decision support system for the optimization of staff management of desk customer relations services at HERA, one of the largest Italian multi-utility companies. SPRINT is based on state-of-the-art demand forecasting and optimization frameworks that obtained very good performance with respect to other existing methods. After two years of service, SPRINT introduced a large level-of-service improvement of desk customer services, together with a relevant increase of staff productivity.