Operational decisions tend to be very repetitive and occur quite often. Thus, by analysing a large volume of operational data from sources such as contact centres, CRM activities and ERP will help to identify where there is an opportunity to reduce costs and optimise efficiencies.

Our Operational Analytics solutions help to transform raw data into actionable insights that will enhance decision-making, lower costs and improve service levels. WNS enables client to surge ahead of competition by delivering in-depth analyses of performance in key operational functions. These areas include sales and operational planning for our clients, which comprises of demand forecasting, inventory management, network optimisation, contact centre operations and human resource operations.

WNS helped build a new revenue stream in the form of an offline channel, and also offered solutions for custom..
WNS enabled the client to optimise inventory and demand management processes with an end-to-end solution that ..
WNS’ two-stage forecasting solution helped accurately forecast new releases and increase the bottom-line by US..

The WNS Advantage

WNS adopts a customer-centric approach and, together with our deep domain expertise, global delivery network and a strong focus on operational excellence, combined with innovative analytics solutions and proprietary frameworks, we deliver immense business value and enable our clients to achieve their desired outcomes.

  • By leveraging the skills of analytics and technology professionals we are able to deliver unrivalled business value
  • We are able to optimise a customer’s web experience by making use of our proprietary Customer Experience Management solution
  • WADESM- Our predictive analytics solution framework to inspire and enable an organization to scale the analytical maturity curve. It delivers C-level insights for strategic decision-making
  • Embedded Process Intelligence (ePI) –a proprietary methodology to improve the process performance with help of analytics
  • Best-of-breed optimisation and modeling techniques – Predictive statistical techniques, operational research techniques
  • Cutting-edge decision analytics and data mining tools – SAS, R,SQL, Business Objects, Unica, Cognos, Teradata, Python, MATLAB

The WNS South Africa Advantage

  • End-to-end support: WNS South Africa provides clients with end-to-end support from strategy to market analysis, to day-to-day-business operations management through our strong analytics practice that enhances client capabilities.
  • Virtual organisation model: WNS South Africa can leverage its virtual organisation model to allow for an optimum mix of onsite and offshore resources to ensure cost efficiencies and seamless programme delivery.
  • Continuous improvement culture: WNS South Africa’s transformation and subject matter experts continuously explore methods for improved efficiency and enhanced delivery in our quest for continuous improvement.
"Since 2004, WNS has been working as a valuable strategic partner for Coca-Cola. They’ve invested time and resources to truly understand our business model . WNS service model offers a good balance between on-site senior consultants and an agile off-shore team. They provide us with an on tap set of resources capable of tackling many of our diverse needs in the Knowledge, Insights and Analytics spaces. Their expertise and dedication makes a true difference for our team."
Carlos Jose Fonseca

Vice President, Global Knowledge & Insights, The Coca Cola Company

Bronze for Best New Product or Service of the Year - Software - Big Data Solution at International Business Awards 2014 (The Stevies) – WADESM
Sales and Operation Planning:

Our Sales and Operation (S&OP) solutions are based on best practices and process flows gathered over our years of successful engagements across a wide range of industry verticals. Our solution consists of analysing highly complex, disparate sets of data from a number of different sources such as CRM systems, in-store data, supplier information, and distribution centre data. Aside from the analysis, we develop advanced forecasting models, optimisation models, scenario analysis, which collectively improves sales and operations planning and significantly improves demand and supply alignment. WNS’ analytics solution for S&OP includes:

  • Demand forecasting
  • Inventory management
  • Spend analytics
  • Network scheduling and optimisation
Contact Centre Analytics

As part of our Contact Centre Analytics solution, we capture and analyse customer interactions across a variety of channels. We then use this information to generate insights, discover trends and gauge sentiments across all products and services lines. Moreover, through our insights we also drive improved staff performance; reduce risk and fraud while optimising the overall customer experience. Our client-customised analytics solutions enables clients to gain an advantage over competitors and help to achieve an increased ROI, better customer engagement, loyalty, retention and satisfaction.

Our contact center analytics solutions include:

  • Root cause analysis of service requests and complaints
  • Forecasting of call volumes
  • Optimal capacity utilisation and scheduling
  • IVR optimisation by analysing call compensation rates
  • Text analytics
HR Analytics

HR executives have been enticed by the ability to gain a consolidated view of their organisation’s human resource function by tapping into the wealth of insights contained in Big Data. Now they are able to optimise human resource information systems, improve organisational effectiveness, recruit the right talent, predict future workforce requirements, create company-specific training programmes, identify potential leaders and increase ROI.

Through our comprehensive offering of analytics services specifically for the HR function, we support our clients in meeting their overall HR objectives, increase efficiency and improve employee satisfaction. Our HR analytics solutions include:

  • Workforce analytics
  • Employee attrition analytics
  • Compensation analytics
  • Big Data analytics
  • Learning analytics

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