American Express (Amex) is one of the world’s most recognized financial services corporations. Headquartered in New York, the company operates in more than 100 countries and serves millions of customers every day.
Its offerings range from credit and charge cards to digital payments and risk management solutions. Over the years, Amex has built a reputation for trust, scale, and customer-first innovation.
But with this global presence comes complexity. Hundreds of projects run simultaneously across compliance, fraud prevention, technology, and customer experience. Each project requires niche skills, coordinated timelines, and effective collaboration between distributed teams.
For Amex, the ability to manage this scale required more than traditional tools. They needed a resource scheduling software that could provide clarity, reduce conflicts, and keep projects moving without costly delays.
As Amex grew, so did the challenges of aligning people, projects, and priorities. Different departments often worked on initiatives that required the same specialized skills, leading to scheduling overlaps. Without clear visibility, it became easy to double-book key employees or leave gaps in project plans.
Many managers still relied on spreadsheets and static trackers. While these worked at a small scale, they weren’t built for the demands of global operations. Spreadsheets didn’t update in real time, lacked collaboration, and made it hard to see the bigger picture. When multiple projects competed for the same resources, managers were left sending endless emails just to reconcile who was available.
This lack of visibility created delays that rippled across projects. A bottleneck in one team could stall another, making it difficult to hit critical deadlines. For business-sensitive areas like fraud detection and compliance, even small scheduling errors carried serious consequences.
Leaders needed a smarter way to manage people across projects. They weren’t looking for generic planning tools, they needed resource management software designed to align demand and availability, improve transparency, and reduce the risks tied to scheduling blind spots.
When Amex teams began evaluating solutions, they looked for more than just another resource scheduling software. They wanted a platform that could simplify complex allocations, scale across functions, and still be intuitive enough for managers to adopt quickly.
eResource Scheduler stood out because it blended flexibility with precision. Its drag-and-drop interface made creating and adjusting schedules straightforward, while advanced features like skill-based resource allocation and multi-calendar views supported the realities of global teams.
For Amex, this meant gaining a system that could:
In short, eRS offered the right balance between ease of use and enterprise-level depth.
With eRS’s drag-and-drop scheduler, managers could create project timelines in minutes instead of hours. The visual interface made it simple to spot overlaps, avoid conflicts, and balance workloads.
Multi-calendar support allowed global teams to be viewed side by side, ensuring that project deadlines aligned even when resources were spread across different regions. Skill-based resource allocation also meant that the right expertise could be scheduled at the right time, preventing bottlenecks in highly specialized areas.
Beyond scheduling, eRS offered the control Amex managers needed to plan with confidence. Our management reports highlight resource gaps where demand exceeded availability, helping leaders adjust resource allocations before problems surfaced.
Role-based permissions gave different stakeholders access only to the data they needed, which was especially important in sensitive business functions. At the same time, managers gained a unified view of utilization, making it easier to balance workloads across teams without over-relying on a handful of employees.
Together, these capabilities transformed scheduling from a reactive process into a proactive practice. Projects that once struggled with last-minute adjustments could now stay on track, supported by a clear and flexible system.
By introducing eResource Scheduler into select parts of the organization, Amex was able to transform resource scheduling from a source of stress into a source of clarity. Managers gained visibility into availability and workload, which made allocating resources faster and more reliable.
Projects that previously suffered from bottlenecks began to run more smoothly. With conflicts reduced and timelines better aligned, teams could spend less time chasing updates and more time delivering results. Collaboration also improved, since everyone worked from the same unified view instead of juggling spreadsheets or siloed systems.
For leadership, the benefits extended beyond scheduling. As a comprehensive resource management software, eRS delivered clear insights into utilization and provided reports that highlighted risks early, enabling managers to act before projects were disrupted.
The overall impact was simple yet powerful: fewer surprises, more control, and stronger capacity planning, all resulting in resources being efficiently scheduled and managed across key projects.
For a global enterprise like American Express, the challenge was never about effort—it was about alignment. When projects are spread across regions and require specialized skills, even the smallest disconnect can cause cascading delays.
By using eResource Scheduler in targeted functions, Amex gained more than a resource scheduling tool, it gained a partner that helped managers simplify complexity, balance workloads, and make faster, more informed decisions.
This case shows how large organizations don’t always need a complete system overhaul to see value. Sometimes, adopting the right resource scheduling software in the right areas can deliver significant impact. For Amex, that meant clearer schedules, better collaboration, and stronger confidence in how projects moved forward.
Disclaimer: This case study has been prepared by our product specialists based on our understanding of the client’s usage of eResource Scheduler. While every effort has been made to ensure accuracy, we do not claim that this case study reflects 100% of the client’s issues, actual processes, or results.
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