Banking and Insurance Companies Rely on Professional Workforce Management from InVision

Nowadays more than ever, banking and insurance companies need to provide competent consulting and an excellent 24/7 service to their customers. Therefore it is vital to have an optimised staff scheduling in place. That is why more and more companies from the financial and insurance sector use professional workforce management systems. For example, in the past year Stadtsparkasse München in Munich, BBBank in Karlsruhe, INTER Krankenversicherung in Mannheim and the credit insurance company Euler Hermes in Hamburg, which is part of the Allianz group, have decided to implement the workforce management solutions of InVision.

In the financial and insurance sector, the competition for customers has significantly increased in recent years. Marketing activities for the latest offers are boosted, and customers willing to change are enticed by attractive gifts or cash bonuses. Furthermore, service and consulting have become more and more important in terms of customer acquisition. Additionally, new legal provisions determine a competent and verifiable comprehensive customer advisory service. These developments, as well as the rapid growth in telephone and online banking, present companies with the challenge of providing first-class customer service in their contact centres. Only those businesses which manage their workforce efficiently by synchronising staffing requirements, availability and especially professional competence, as well as responding quickly to changes, will succeed in gaining competitive advantages.

Thus, Stadtsparkasse München, BBBank, INTER Krankenversicherung and Euler Hermes decided to implement the workforce management solutions of InVision. With the help of the cloud solution injixo WFM, and the web-based software system InVision WFM, workforce planners are now able to optimise their service centres’ staffing by creating schedules that conform to the actual requirement at all times. Legal and company-related guidelines are also automatically fulfilled. Both the injixo WFM and InVision WFM solutions support the entire cycle of an enterprise-wide and demand-oriented workforce management – from forecasting to scheduling, optimisation, time management, monitoring and controlling.