Three Rivers Federal Credit Union -- a not-for-profit financial cooperative headquartered in Fort Wayne, Indiana -- is the latest organization to improve its customer service and reduce operational costs through the deployment of GMT Corp.’s workforce management solution.

Specifically, the credit union is using GMT’s hosted solution, GMT On-Demand, to satisfy its branch workforce optimization requirements. With this Web-based system, the credit union’s managers and supervisors will be able to more easily forecast and manage employee work schedules. As a result, they will be able to significantly increase employee efficiency and hold down labor costs.

Not only does GMT’s Web-based workforce management solution ensure that employees are showing up for their shifts on time, aren’t taking excessively long breaks, or leaving early, it also ensures that employees are “on the job,” doing what they are supposed to be doing, when they are “on the clock.” For example, the system is also used for tracking adherence to scheduled “intra-day” activities, such as training sessions.

But today’s WFM systems are used for much more than just scheduling employees: GMT’s workforce management solution sports advanced analytics capabilities which, when integrated with key customer databases and other systems, help managers forecast, with a high degree of accuracy, what the volume will be for any given shift, on any given day of the year. This is critical in helping companies plan staffing – for example, in credit union branches, where labor is the single biggest operating expense, it is important to balance the number of tellers with the number of customers coming in. Schedule too many tellers for any given shift and you’ll have them sitting around idly, waiting for customers to come in. Under-schedule and long lines may form, eroding customer satisfaction levels.

The same applies to call centers – you have to have enough call center agents on hand to handle basic operations and maintain c-sat, but not so many that you’re operating inefficiently. In this regard today’s WFM systems serve as strategic planning tools – for the short- medium- and long-term.

 

GMT’s workforce management solution will provide capacity modeling and scheduling for TRFCU’s sales agents and member service representatives across its network of 18 branch locations in Indiana and northwest Ohio.

“Serving our members is our passion, and we strive every day to be their trusted financial partner,” said Robert Binford, executive vice president of TRFCU, in a release. “To help us realize our goal of delivering superior member service, we began evaluating workforce optimization solutions. We knew the right solution must ensure our sales agents and member service representatives are available at our members’ convenience, as well as enable us to provide more meaningful member interactions – while better balancing branch staffing to meet members’ needs.”

“GMT On-Demand was ideal for us because it is a robust, yet economical solution,” Binford added. “As a hosted offering, it provides the benefits of a leading, full-featured workforce optimization while giving us the flexibility to pay for the investment over time. As a result, our members benefit from improved service while we reinvest the capital savings back into the credit union on their behalf.”

TRFCU joins a growing list of leading credit unions and banks using GMT’s leading WFM software.