Customer Relationship Capacity Planning
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United States of America Patent
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N/A
Issued Date -
Jan 21, 2016
app pub date -
Jul 15, 2014
filing date -
Jul 15, 2014
priority date (Note) -
Abandoned
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Abstract
Methods and apparatuses, including computer program products, are described for customer relationship capacity planning. A computing device receives (i) financial plan attributes associated with a financial plan of a customer and (ii) personality characteristics associated with the customer. The computing device determines a relationship complexity score associated with the customer based upon the financial plan attributes and the personality characteristics. The computing device determines a target workload value for customer service managers of the financial services entity based upon the relationship complexity score for a plurality of customers and a past number of relationship service hours associated with the plurality of customers. The computing device allocates the customer to a customer service manager based upon the target workload value and a current workload of the customer service manager. The computing device updates an allocation table that contains information relating to the allocation of customers to customer service managers.
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