Gazprombank builds an optimal schedule of operators by accurately predicting the load on Naumen WFM

2023: Naumen WFM implementation) in 3 call centers

Gazprombank has implemented the Naumen Workforce Management (Naumen WFM) working time management platform in its own contact centers, where 1.0 thousand operators work. With this system, the level of service on the incoming line increased by 15 percentage points. In turn, the workload of operators increased by 7%, and the indicator of the accuracy of compliance with the schedule in contact centers up to 95%. Naumen (Naumen Consulting) announced this on January 15, 2024.

Gazprombank contact centers are located in three cities of Russia and have 1.0 thousand employees. Collectively, operators process more than 45 thousand incoming calls, as well as more than 9 thousand letters and messages from chats per day. Prior to the implementation of Naumen WFM, manual scheduling of load and operator schedules and adjustments were performed in tables. This often led to a shortage of specialists at peak times, as well as scheduling errors.

The functionality of the Naumen WFM platform allowed Gazprombank to analyze historical data on calls, staff absences and automatically build an accurate load forecast and optimal work schedule for contact center employees based on them. In this case, the schedule of operators in the system is drawn up taking into account the rules and preferences of personnel adopted in the company. The platform supports direct exchange of shifts between employees, as well as online monitoring of contact center key performance indicators.

Within the framework of the project, the Naumen WFM solution was integrated with the telephony system and chat platform, as a result of which Gazprombank builds a load forecast and a schedule of shifts based on current data on customer requests and operating status of operators. The organization plans to configure integration with the personnel accounting system and data storage.

As a result of the introduction of Naumen WFM, we quickly got a business effect: we increased the performance of the contact center due to the accurate forecast and optimal schedule of operators, and also increased the quality of customer service through point-by-point strengthening of the staff for tasks, "said Olga Nikolaevna Busygina, head of the contact center of Gazprombank.

The project in Gazprombank continues a series of Naumen implementations in the financial sector and demonstrates the demand for the Naumen WFM product for managing the working hours of employees in the banking industry. As of January 2024, we have already automated more than 10 thousand jobs in financial organizations and continue to implement projects for human resources management of contact centers, front and back offices of banks, - said Roman Belyaev, head of WFM systems at Naumen.

Gazprombank has extensive experience in using the products of the Naumen vendor: earlier the company introduced the Naumen SMP solution to create a single automated system that allows you to work with customer requests throughout their life cycle - from creation to execution.

2022: Implementation of the low-code Naumen platform

On April 29, 2022, Naumen announced that Gazprombank had created a single automated system for working with customer requests based on the Naumen Service Management Platform (Naumen Service Management Platform). Serving consumers in a single window, which unites 10 communication channels, twice, according to the company, accelerated the consideration of customer requests.

The choice in favor of the low-code platform is due to the high speed of implementation, as well as the ability to quickly make changes to the system.

Using the Naumen system, Gazprombank processes tens of thousands of requests every month. Requests of service users coming from any available channels - contact center, social networks, mobile bank, etc., are accumulated into a single client card. It contains complete and reliable information about interaction, which allows the bank to timely process appeals, the number of which exceeded the indicators of 2020 by 60%. A personalized approach to customer experience increased the Customer Satisfaction Index (CSI) by 10%.

Automation affected the full cycle of work on the application: registration, routing, consideration and submission of a response. When routing a call to a performer, the system takes into account the topic, the employee's load, and sets the response date taking into account this data. Each stage of processing applications has become transparent, the bank's management has received a tool for operational control of work with appeals, including using online reports.

The system that Gazprombank created together with Naumen not only increased customer loyalty, but also had a positive effect on employee satisfaction, the bank noted. Customer support employees have been relieved of routine operations, the need to manually enter data into different systems, and contact colleagues to clarify the status of the application.

"Within the framework of the project, we have integrated a system for processing requests with the omnichannel platform, the bank's customer reference book and the Tessa electronic archive for storing file attachments associated with the appeal. The flexibility of our platform allows us to adapt it to any tasks that may subsequently arise in Gazprombank to implement a single digital ecosystem and improve customer experience, "- emphasized Dmitry Rubin, director of the operating business of Naumen.

Earlier, Gazprombank introduced the Naumen WFM solution for planning the work of employees of the bank's offices.

2021: Implementation of the bank's retail office planning solution

On September 16, 2021, Naumen (Naumen Consulting) announced that Gazprombank had implemented the Naumen Workforce Management (WFM) solution for planning the work of employees of the bank's offices, which made it possible to halve the number of unserved customers in sales offices. The labor costs of office managers to build a work schedule for employees have decreased fivefold.

With the help of Naumen WFM, for each employee of the bank's office, the schedule is drawn up individually in order to optimally allocate resources and increase the speed of customer service while maintaining the quality of service provision.

The NAUMEN solution is based on historical data analytics on the number of customer requests from the electronic queue management system (ESUO). In particular, the forecast of the total number of calls is made on the basis of the client flow and the number of calls in the context of a particular service, based on the information of the ESW.

When planning the work of employees of sales offices, we must take into account many factors, including the periods of peak customer traffic, the execution KPI of the client's waiting time in line, as well as vacation schedules, sick leave and employee training plans, - said Alexander Drobin, Acting Head of the Sales Standards and Service Department of the Customer Service Department of Gazprombank. - We have 343 branches for September 2021, and in total, the heads of offices took 35 thousand hours a year to draw up the best schedule. It became obvious that a tool was needed to predict customer requests and automatically build work schedules using algorithms deep analytics.

At the stage of implementation, we managed to quickly and organically integrate the Naumen WFM solution into the existing IT infrastructure and processes of Gazprombank, - said Roman Belyaev, Director of WFM Systems at NAUMEN. - The WFM system allows you to reduce labor costs for building an effective work schedule for our customer's employees, to check the punctuality of the execution of the formed schedules.

2020: Creation of a dispatching and labour management system

On July 30, 2020, NAUMEN announced the completion of a project to create a unified dispatching and labor management system in Gazprombank, which increased the speed of distribution of applications for performers. A solution based on the Naumen Service Management Platform (Naumen SMP) and Naumen Workforce Management (Naumen WFM) software products provides accurate workload forecasting and distributes tasks, allowing you to schedule employee schedules in geographically distributed offices.

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Gazprombank's unified labor management system stores and verifies data personnel records. Automatic scheduling of work schedules allows you to take into account the skills and skills of performers, their location, time zone, operating mode, as well as the scope of tasks and the required level of service delivery. By taking into account these parameters, a balanced distribution of the load on employees is achieved. The schedule and task list is displayed in the personal account of the self-service portal, which is available to employees around the clock.

Thanks to integration capabilities, the system is organically integrated into the existing IT infrastructure, data exchange with the bank's internal systems is configured. Requisitions are created in the Naumen SMP platform, where they go through a life cycle - before execution or rejection. The platform also serves as a source of statistics on the number, types and labor intensity of cases for the NAUMEN WFM system, which, based on it, predicts the required amount of resources and automatically builds employee schedules.

The Naumen WFM workload management subsystem is integrated with the personnel accounting system, ensuring that employee data, organizational affiliation, skills, professional experience, planned or actual presence at the workplace are up to date.

Gazprombank's unified labor management system, based on the available information and forecast values of the task flow, automatically calculates the required amount of resources and creates an optimized work schedule for employees.

{{quote 'The created digital platform allows you to save labor on managing the business process of dispatching credit applications, and algorithms for the' smart 'distribution of tasks in conjunction with the ranking of performers by competencies and skills, increase the disposal of employees by assigning the most relevant tasks to them in suitable time slots, - commented Roman Belyaev, Head of WFM at NAUMEN. - We highly appreciate the effectiveness of this approach in comparison with the classic "manual" distribution of tasks and see the development potential of this solution both in the GPB and in the market as a whole. }}

The banking sector is traditionally one of the most advanced in the use of information technologies, "said Dmitry Rubin, Director of the IT Automation and Service Systems Department at NAUMEN. - Therefore, it is in banks that fail-safe solutions are in demand aimed at improving operational efficiency.