3. März 2010

Wuerttembergische Versicherungen: Optimised Staff Scheduling with WFM Solution from InVision

The insurance company Wuerttembergische Versicherungen will optimise the scheduling of about 120 employees working in customer service at its Stuttgart site with the workforce management solution InVision Enterprise WFM. Wuerttembergische Versicherungen is part of the financial services group Wuestenrot & Württembergische (W&W). Headquartered in Stuttgart, W&W is the largest independent provider of financial services in the Baden-Wuerttemberg region, with around 6 million customers. The new system from InVision Software, a world-leading supplier of enterprise-wide workforce management (WFM) solutions, replaces spreadsheet tools previously used by the various service teams with a standardised, highly efficient and easily upgradeable platform for demand-oriented staff scheduling.

InVision Enterprise WFM has already been deployed for several years at the building society Wuestenrot Bausparkasse, which is also part of W&W group. At Wuestenrot Bausparkasse, the software has proved itself with its functionality in the fields of fore-casting, monitoring and reporting. Thanks to its open interfaces, it can be integrated seamlessly into existing IT environments and external systems.

Benito Bomenuto, Technical Project Manager for Customer Service Business Management at Wuerttembergische Versicherungen, is satisfied with the selection of the InVision solution for optimising employee scheduling: “The main task in customer service is to handle telephone or written requests from both end customers and our field staff. InVision Enterprise WFM perfectly matches the specific needs of our company, since the software enables precise forecasting and scheduling which complies with all relevant legal and contractual constraints – and copes equally well with both inbound telephony and back office activities.”

Moreover, it is planned to further implement the solution for the 45 employees working within the user help desk at W&W Informatik GmbH. The company runs all IT applications within the W&W group and is responsible for networks, local systems, infrastructure and data centres. “By using the workforce management solution it now possible for us to optimise staff scheduling and thus further increase the efficiency of this operation”, says Steffen Burk, IT project manager at W&W Informatik GmbH.

The PhoneLink module within the InVision software collects all relevant statistical information for planning and scheduling from the CTI (Computer Telephony Integration) system. Based on this historical data, e.g. call times, call volumes and call handling time, the planners set up a detailed forecast of the expected working volumes and the required staff using the InVision module ForecastPro. The InVision AutoScheduler enables planners to create optimised, rule-compliant schedules for extended periods completely automatically.

W&W’s agents will be integrated into the planning process as well: Using the Infothek Interactive Schedule module, they can access their schedules anytime and can actively participate in the planning process by selecting their preferred working time. This way, optimised scheduling both improves the quality of customer service and increases employee satisfaction by giving agents the opportunity to engage with the scheduling process.