Forecaster Customer Success Story

 

One of the large US retail banks needed to achieve aggressive customer service and sales targets while optimizing branch staffing capacity.

Key Challenges

  • Lack of platform transaction data and inappropriate granularity level of data
  • Seasonality and trending not being taken into account
  • Uncertainty of transaction volumes in the face of channel migration and new product introductions
  • Inaccurate approach to modeling highly variable platform transaction times and no model in place to generate resource forecasts
  • Changing workforce composition and branch network

Solution

Upon evaluation of alternatives, the bank turned to Kiran Analytics.

“Our workforce planning and resource alignment solution had to be a win-win-win for the branch workforce, branch managers, and line of business leaders. Kiran Analytics delivered on their promise to address the needs of all three key stakeholders.”


Results

  • Credibility brought to platform staffing targets
  • Branches achieve revenue targets
  • Staffing costs reduced as much as $15,000 per branch
  • Customers provided with consistent levels of service across the branch network

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