Italian Bookshop Chain la Feltrinelli Boosts Service Level with WFM Solution of InVision Software

la Feltrinelli, Italy’s largest chain of bookshops with more than 100 stores and over 1,200 employees, has been optimising its staff planning process using the software InVision Enterprise WFM for several months. By means of standardised processes, the headquarters’ data management as well as the requirement forecast and staff planning processes of the individual shops are operated using one single platform. Particularly with regard to planning efforts, the implementation creates tremendous time savings for store managers. Moreover, the avoidance of multiple data management significantly reduces costs. Thanks to demand-oriented staff planning, the service level and, accordingly, customer satisfaction, have improved considerably.

For la Feltrinelli, the implementation of a new and centralised workforce management (WFM) solution had become inevitable: On the one hand, the structure of the bookshop chain with different opening times and teams between 5 and 50 employees with flexible working hours has become highly complex. On the other hand, the company plans to continue growing by opening several new shops every year. Previously, staff planning was conducted using spreadsheets and other internally developed processes. Following a thorough evaluation of the workforce management solutions available on the market, la Feltrinelli finally selected InVision Enterprise WFM. The elements of the InVision solution which impressed la Feltrinelli most were the comprehensive functionality of the product as well as the clearly structured approach and the proficient consulting of InVision’s Professional Services division.

“Due to the seamless integration of InVision Enterprise WFM into the existing systems, the pilot phase in the three ´Champion Stores´ was completed successfully in just eight months,” says Peter Bollenbeck, CEO of InVision Software. This also includes company-specific adaptations required to perfectly match all of la Feltrinelli´s needs with no compromises. For several months, all la Feltrinelli shops have been using the WFM solution. The results are consistently positive: “Our aim was, first and foremost, to simplify and rationalise staff planning processes in our retail outlets and so meet our customers’ needs and prevent queues from forming at the checkout. InVision Enterprise WFM is the perfect solution for us: our shop managers can now instantly create staff schedules that are ideally suited to the size of their outlets and the number of customers they have,” confirms Massimo Pisati, Head of IT and logistics at la Feltrinelli.