Capacity Planning for a SaaS Scale-Up's Customer Support
Overview
What this challenge is about.
Forecast ticket volumes for a B2B SaaS scale-up, analyze capacity, and propose a staffing plan. You get a verifiable certificate.
The scenario
The scale-up provides a project management SaaS tool. Current support handles 200 tickets/week with average handle time 15 minutes. Enterprise clients expect premium support.
The Brief
What you'll do, and what you'll demonstrate.
Develop a capacity plan for customer support that meets future demand while staying within budget and SLA targets.
Earning criteria — what you'll demonstrate
- Apply queuing theory to model customer service systems
- Forecast demand using growth projections and historical data
- Design a staffing plan balancing capacity, cost, and service levels
- Evaluate trade-offs between human resources and automation
Program Fit
Where this fits in your program.
Sharpens the same skills your degree expects you to demonstrate.
Aligned coursework coming soon.
Skills
Skills you'll demonstrate.
Each one shows up on your verified credential.
- Capacity Planning
Apply capacity planning to solve real industry problems and demonstrate production-level capability.
- Queuing Theory
Apply queuing theory to solve real industry problems and demonstrate production-level capability.
- Workforce Management
Apply workforce management to solve real industry problems and demonstrate production-level capability.
- Forecasting
Apply forecasting to solve real industry problems and demonstrate production-level capability.
- Cost Analysis
Apply cost analysis to solve real industry problems and demonstrate production-level capability.
Careers
Career paths this challenge builds toward
Completing this challenge demonstrates skills that transfer directly to these roles: