Client Stories
Louise Arnott
Senior WFM Manager,
Sage
“In spring 2025, we identified a need to create a forecasting and capacity planning capability for the case management operation of one of our key brands. The aim was to ensure we’re planning the necessary resource to achieve excellent customer experience. We engaged with The Forum and they introduced us to Phil Stubbs of Atlantic Insight – and he was brilliant from day one.
“Phil built the whole forecasting and planning workflow from scratch – figuring out what data we needed, setting up automated weekly reporting and made it super-easy for the team to access and use.
“Phil also set up and led a weekly catch-up with key stakeholders where we talk through case volumes, hiring plans, recruitment strategy, and backlog management. His insights have been spot-on, especially when it comes to making sure we’ve got the right headcount in place.
“Beyond this, Phil has coached and supported the internal team with forecasting techniques, data analysis and resource model design. He has built strong relationships across the business to help drive things forward, sparking really valuable conversations about how we can improve our operational support model.
“Phil is professional, super-approachable, and seriously good with data. He’s been a key part of the team and will definitely be missed. But he’s left us in a really strong position to build on the work, evolve it and scale it across even more areas of the business.
“We couldn’t recommend him more highly and are grateful to both The Forum and Phil for a successful delivery.”
Claire Hill
Customer Operations Director
“Atlantic Insight is my go-to partner for all things resource planning. I’ve worked with them across several roles, and they’ve consistently delivered exceptional insight and practical solutions.
“During my time at Travel Counsellors, their forecasting and capacity modelling work was invaluable, giving us the clarity and confidence to make informed operational decisions to size the teams correctly, resulting in improved service performance. Also they helped enable the budgeting process to be robust and streamlined.
“Just as importantly, they equipped our team with the tools and knowledge to manage forecasting and capacity modelling ourselves, ensuring lasting capability long after the engagement ended.
“I wouldn’t hesitate to recommend Atlantic Insight to anyone looking to strengthen their forecasting and resourcing capability.”
Paul Whymark
Chief Operating Officer, Sensée
“Phil helped us redesign our client account planning tool and processes. He developed the solution in collaboration with our support staff to ensure that it met our requirements and he made sure that we were fully able to maintain it after the project.
“Phil challenged our thinking, ensuring that every element within the model was defined precisely. As a result, we are better placed to meet our clients’ requirements closely, and we’re happy to continue working with Phil & Atlantic Insight.”