26. August 2009

Customer Service Centres of German Mail-order Company Neckermann Upgrade WFM Solution of InVision

The Neckermann.Contact Customer Services GmbH extends its workforce management solution InVision Enterprise WFM by further modules: Soon, detailed staff requirement forecasts will be set up using ForecastPro. The modules OnlineCockpit and AdherenceMonitor will ensure an efficient controlling of the staff scheduling process. With three service centres altogether, Neckermann.Contact Customer Services GmbH is responsible for the comprehensive customer care of the German mail-order company Neckermann – from purchase orders and product advice to service requests and customer complaints. Neckermann’s customer service agents have already been successfully scheduled for several years with the system of InVision Software, a leading international provider of enterprise-wide workforce management (WFM) solutions.

Due to the system extension, InVision Enterprise WFM now supports the whole process of demand-oriented workforce management at Neckermann’s service centres – all the way from forecasting to scheduling, optimisation, analysis and monitoring. “The deployment of the InVision solution has already proven of value in the optimised scheduling of more than 1,000 of our agents. The new modules enable a detailed forecasting of the expected workload and of the required labour resources as well as an optimised monitoring of the entire workforce management of our service centres – on one single platform”, confirms René Luederitz, Project Leader Staff Scheduling of Neckermann.Contact Customer Services GmbH.

Tailored to individual requirements, companies can decide which planning steps should be supported by means of the web-based, modular solution InVision Enterprise WFM. Thanks to its open interfaces, the software can be integrated smoothly into existing IT environments and connected to numerous external systems. It allows the staff planner to optimise staffing by creating schedules that at all times conform as closely as possible to the actual requirement. At the same time, it helps users to observe all relevant legislation, local agreements and the contracts of individual employees – including work-life balance guidelines. Furthermore, it allows for employee involvement in the planning process.

“We are very happy to announce the expansion of our long-standing and successful collaboration with Neckermann“, says Peter Bollenbeck, CEO of InVision Software AG. “Using InVision Enterprise WFM now comprehensively, the Neckermann customer service can realise an integrated, completely rounded workforce management. On the one hand, this eases the workflows for the employees and provides reliable data for planning. On the other hand, a consistent customer service level can be ensured.”