Wuerttembergische Versicherungen - Optimized Staff Scheduling with Workforce Management Solution from InVision Software

Lisle, IL / Ratingen (Germany), 3 March, 2010. The insurance company
Wuerttembergische Versicherungen will optimize 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 standardized, highly efficient and
easily upgradeable platform for demand-oriented staff scheduling.

InVision Enterprise WFM
has already been deployed for several
years at the home loan bank 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 optimizing 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 centers. “By using the
workforce management

solution it now possible for us to optimize 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 optimized, 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, optimized scheduling both improves the quality of customer
service and increases employee satisfaction by giving agents the opportunity
to engage with the scheduling process.

About InVision Software

InVision Software is a world-leading supplier of enterprise-wide workforce
management solutions which enable companies to optimise their staff planning
and scheduling processes. InVision empowers customers to reduce personnel
costs, increase productivity, improve employee satisfaction and to boost
revenue by leveraging better customer service. Founded in 1995 and based in
Ratingen (Germany), InVision currently employs about 200 WFM specialists and
has offices across Europe, North America, and South Africa. InVision
Software AG (IVX) is listed in the Prime Standard Segment of the Frankfurt
Stock Exchange. Among InVision's clients are numerous international blue
chip companies, such as ABN Amro, Allianz, BMW, Deutsche Telekom, IKEA, Sky
and Vodafone.

Further information: www.invisionwfm.com