Workload Management
Satisfied Employees,
Thrilled Customers
Increase your efficiency, relieve your employees and inspire your customers with your service excellence!
increaseby up to 30%
reductions in daily business
Service
quality
Customers
Workload Management Software
One Solution
for Everything
Dynamic Workload combines all communication channels in one central system. Here, all tasks are qualified, prioritized, and distributed in real time. This ensures that all inquiries are processed by a competent employee in a timely manner and that your service level agreements are met.
Skill-based task assignment
Always in
Good Hands
Based on your employees' skills, Dynamic Workload determines the right expert for each task. This type of assignment ensures efficient processing with outstanding results.
Case Owner
Complex Tasks,
Clear Responsibilities
Thanks to the case owner concept, all multi-stage customer issues are handled by a dedicated contact person who accompanies the entire process from start to finish. Having a personal contact person builds trust with your customers and enables your employees to identify more strongly with their tasks – leading to greater responsibility and higher motivation.
Optimal team utilization
Motivated Team, Strong Results
Ensure that all tasks are distributed fairly. By distributing the workload evenly among your employees, you will increase not only satisfaction but also the performance of the entire team. This will create a sustainable working environment that motivates and retains your employees.
End-to-end transparency
Always Everything
at a Glance
Dynamic Workload provides complete transparency across the entire workflow – from business process management (BPM) to processing by bots or employees. This gives you full visibility into the current status of all tasks and employees at all times.
Seamless Integration
Thanks to powerful API interfaces, Dynamic Workload adapts flexibly to your existing IT landscape.
Use Cases
Dynamic Workload Solutions
Dynamic Workload live
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FAQ
Frequently Asked Questions
Workload Management in customer service means centrally capturing, prioritizing, and purposefully distributing incoming tasks, inquiries, and processes to the appropriate employees. Factors such as urgency, Service Level Agreements, expertise, availability, and current workload are taken into account. The goal is to transparently manage the workload, prevent backlogs, and ensure consistently high service quality. This way, Workload Management helps companies process customer requests more quickly, systematically, and efficiently.
Traditional task distribution and ticket routing often follow simple rules, such as by input channel, team assignment, or order of arrival. Workload Management considers the entire workload of a service organization and dynamically distributes tasks based on various factors, such as priority, skills, availability, and utilization. This not only forwards tickets but also intelligently supports operational decisions. The result is optimal capacity utilization, efficient task processing, and greater transparency for managers.
Workload Management helps service organizations address typical operational challenges: unevenly distributed workloads, increasing backlogs, delayed processing times, and jeopardized Service Level Agreements. Simultaneously, it reduces manual coordination efforts. Employees are relieved as tasks are distributed more systematically and appropriately. For customers, this translates to shorter waiting times, qualified support, and an overall improved service experience.
In Workload Management, tasks are distributed based on several parameters. These include, among others, priority, employee skills, and availability. Additional, individual criteria can also be taken into account.
Dynamic Workload is delivered via IPD's proprietary Sovereign Cloud. The full-stack solution was developed from the ground up as a completely independent platform and is designed for stability, compliance, and high availability. The Sovereign Cloud is 100% independent of hyperscalers and is operated exclusively in Germany.
Yes, Dynamic Workload is particularly well-suited for companies with high regulatory requirements, such as insurance companies, public authorities, or other business-critical service sectors. Within the IPD Sovereign Cloud, Dynamic Workload can be operated compliantly, in a data protection-compliant manner, and without proprietary infrastructure – exclusively in German data centers and independently of hyperscalers. The cloud is designed to meet requirements such as the EU AI Act, DORA, BaFin readiness, and BSI C5 criteria. Transparent contracts, clear processes, comprehensive auditability, proactive monitoring, as well as ISO 9001 and ISO 27001 certified management systems, support secure and compliant operations.