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Client story

A financial services company uses intelligent automation to drive workforce management efficiency

Client Challenge: Building on a long and successful partnership, the financial services company and Capgemini wanted to take advantage of new technology in order to improve the efficiency and expand the scope of their joint workforce management (WFM) team

Solution: Working collaboratively, the company and Capgemini introduced intelligent automation throughout existing WFM processes, reducing friction and enabling the partners to allocate resources in new areas

Improved efficiencies leading to expansion of the project’s scope
Improved capacity for identification of scheduling errors
Reduced operation cost with an effective resource utilization plan

Building upon a successful partnership

When a North American multinational financial services company decided to expand the scope of its workforce management (WFM) team, the organization wanted a new set of tools to improve efficiency and free up the team’s time to spend on additional tasks.

As new, relevant technology became available, the company and Capgemini, its long-term partner, recognized the opportunity to realize their vision through implementing intelligent automation. This began with a review of the new tools available as well as a decade of effective partnership to identify the exact opportunities they could exploit. In addition, the project team performed a thorough cost benefit analysis focused on the potential impact of a transformation project. After this initial groundwork, the partners agreed that implementing the Genesys Administrator & Aspect tool would best serve the needs of the company.

Automation at the heart of transformations

With an action plan agreed on, the partners then launched a transformation program that introduced automation throughout selected processes, which included real-time activities and workforce scheduling.

The company and Capgemini also developed more comprehensive, frictionless forecasting techniques that would help better predict upcoming workload requirements and assign team members appropriately to ensure consistent, high-quality service delivery. Automation was also applied to quality control in order to more reliably and quickly identify and address errors in scheduling.

Throughout the project, the company and Capgemini maintained a collaborative, “One Team” approach to transformation. The combination of the company’s financial services industry knowledge and Capgemini’s technical expertise ensured that the solution satisfied all possible needs.

An expansion built upon efficiency

Introducing intelligent automation enabled the partners to implement frictionless WFM processes. This reduced the amount of repetitive and time-consuming tasks that had previously absorbed a great deal of effort and enabled the partners to look for ways to expand their successful relationship. With less time needed to complete their existing work, the team was then able to take on additional responsibilities. As a result, the partners have added more people 4 FTEs to the overall project, thereby continuing to grow what has proven to be a rewarding engagement without expanding the associated costs.

Going forward, the company and Capgemini will continue to look for new opportunities for innovation. The automated solution applied in this case has application potential beyond WFM processes, which could offer the partners the chance to apply what they’ve learned in a new context. In this way, the financial services company and Capgemini will pursue a future based upon efficiency and dynamic transformation.

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