Nationale-Nederlanden Drives Rapid, Productive Growth with Cloud WFM Migration

Increase productivity and boost employee performance with Verint Workforce Management

Verint Workforce Management is increasing NN’s productivity, boosting employee performance, and, ultimately, helping NN reach its future digital state faster. The modern, cloud-based interface is optimized to make common tasks easy, deliver an enhanced experience, and enable NN workforce managers to see all they need without switching screens.

The specific benefits include:

• Accelerated productivity: Verint Workforce Management automates a large number of WFM back-office processes. As a result, far fewer manual interventions are required to complete a roster. The team also has a unified, 360-degree overview of project management, showing, for example, the distribution of capacity over a given period of time and the extent to which the capacity meets the forecasted demand.
• Improved quality of service: The cloud migration forced NN to perform a major data clean up. This not only prevented historical data and user accounts from becoming increasingly polluted, but also saved considerable costs, because NN can delete dormant user accounts. Genuit explains, “A regular data clean up has a dramatic impact on the quality of service and cost of operation. For example, we can check data fields are all filled in with the correct registration of first and last names.”
• Enables agile support: By standardizing on Verint Customer Engagement Cloud Platform, NN has access to even more responsive, expert support whenever it needs. “As a WFM employee, you don’t have to ask the IT department if you have a query about the software or hardware. We can connect directly with a Verint expert. That shortens the lead time and further improves our quality of service,” Genuit explains.

The launch of the Verint mobile WFM app is the final leg in the cloud migration and is currently in the planning stages. The implementation takes a little more time, owing to the strict European and Dutch financial services compliance regulations. “The introduction of the mobile app, together with intuitive user features such as single sign-on, will certainly contribute to higher employee satisfaction,” says Genuit.

Verint Workforce Management in the cloud is creating a foundation for future growth at NN. The organization can adapt more quickly and easily to market and customer change. Plus, there is no need to invest periodically in server capacity and infrastructure management. “A cloud migration also strengthens the collaboration amongst the WFM team,” Genuit concludes.