The challenge
The team was good at explaining what had already gone wrong. They wanted to know what was about to.
What we did
We built a forecasting layer on top of their operational data warehouse, surfacing weekly demand signals directly inside the case management system the frontline already used. No new dashboard, no new login — the prediction appeared next to the workload, where the decision actually got made.
Outcome
Reactive escalations dropped by a third within the first quarter. The team kept the forecast running and the embedded analytics engineer we coached now owns the model end-to-end.