Securex Increases Schedule Adherence from 67% to 99% in One Year with Verint

Securex helps organizations to manage critical day-to-day HR administration processes, so they can concentrate on what matters most – growing revenues.

Results

  • 32%

    Increased adherence from 67% to 99% in one year.

  • €210,000

    Reduced unplanned absence by 7.5%, saving ~€210,000.

  • 22%

    Reduced call abandonment by 22%, improving CX.

securex logo

Opportunity

Securex helps organizations to manage critical day-to-day HR administration processes, so they can concentrate on what matters most – growing revenues. Their services range from affiliation as independent, payroll, payroll optimization and insurance administration to business and people management consulting, and legal advice.

Previously, Securex relied on a spreadsheet-based system to manage its 65-strong workforce. The process was complex, labor-intensive, and potentially subject to error. Moreover, it was difficult to ensure the right people were scheduled at the right time. And it was challenging to share resources with the right skills across teams during busy periods.

Reporting was rudimentary, too. Securex had minimal insight into what employees were doing, how effectively they were performing, and where they needed to sharpen their skills.

People also had very little flexibility in their day-to-day operations scheduling. Securex staff wanted more flexibility to balance their busy lives with their work responsibilities. “We needed a single entry point for customers and one organizational-wide voice,” says Lieve Huygens, Customer Care Director, Securex. “We also wanted a unified view of every person that impacts the Securex service experience, including skills and availability to handle workload.”

Huygens and her team recognized that a modern, intuitive workforce management solution would empower Securex to improve efficiency, accuracy, and flexibility. “It would give us the capability to maintain a complete, up-to-date overview of people’s skills, especially in fast-changing areas such as legal affairs,” she says.

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