Claro Ecuador managed the operation of its 73 Customer Service Centres with static shift models and, later, with more dynamic approaches based on manual heatmaps in Excel. Although the model evolved, it still depended on external inputs, creating variability, loss of precision, and limits to productivity. The operation suffered from structural mismatches between demand and coverage, with overload during off-peak hours and under-coverage at the busiest times.
PLANNAM was deployed as the operating system across all CACs, activating its automatic planning engine to generate and assign shifts in a structured, coherent way at scale. The system now manages tens of thousands of daily decisions in production, eliminating the dependency on Excel for building shifts and centralising the entire operation in a single environment. On this foundation, the next step is to integrate demand directly into the system, allowing resource allocation to adjust dynamically to the real needs of the service.
Today, Claro Ecuador operates with consolidated automatic planning nationwide, with recurring use, complete stability, and growing adoption across the organisation. PLANNAM has become the operational core, providing real-time visibility, reducing manual processes, and creating a solid basis for optimisation. The ongoing evolution will make it possible to align coverage directly with demand, eliminating structural mismatches and generating estimated productivity gains of 5-8% across the entire operation.
