Two service providers, one service concept
The idea: first class service for bank and postal customers – with extended opening hours – from a single source. ATOSS customers BAWAG P.S.K. and Austrian Post have joined forces to form Austria’s largest centrally controlled branch network and launched a service campaign throughout the entire country. At each of the approximately 500 joint branches, 100 percent service is the order of the day, whether self-service operation, transaction business or individual advisory services. Consistent customer orientation and efficient processes play a decisive role.
This ambitious goal is achieved by BAWAG P.S.K. as Austria’s largest retail bank through a demand- and service-optimized workforce scheduling in the branches, flanked by transparent management information at headquarters. The ATOSS solution calculates precisely when and where employees are needed; the Automatic Duty Plan deploys the bank’s 2,300 staff members based on availability and qualifications and in a cost optimized manner. Alongside the targeted productivity gains, the active integration of employees in organizing the duty plan was a key issue. BAWAG P.S.K.’s management knows that motivated employees are quite simply better employees.
Source: ATOSS Annual Report 2014
FOR A CUSTOMER JOURNEY WITH FEEL-GOOD FACTOR
Business cases from the services sector. For a future-oriented, flexible workforce scheduling.