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Customer Service Centres of German Mail-order Company Neckermann Upgrade Workforce Management Solution of InVision Software

Birmingham / Ratingen (Germany), August 26th, 2009 – The Neckermann.Contact Customer Services GmbH extends its workforce management solution InVision Enterprise WFM by further modules: Soon, detailed staff requirement forecasts will be set up using ForecastPro. The modules OnlineCockpit and AdherenceMonitor will ensure an efficient controlling of the staff scheduling process. With three service centres altogether, Neckermann.Contact Customer Services GmbH is responsible for the comprehensive customer care of the German mail-order company Neckermann – from purchase orders and product advice to service requests and customer complaints. Neckermann’s customer service agents have already been successfully scheduled for several years with the system of InVision Software, a leading international provider of enterprise-wide workforce management (WFM) solutions.

Due to the system extension, InVision Enterprise WFM now supports the whole process of demand-oriented workforce management at Neckermann’s service centres – all the way from forecasting to scheduling, optimisation, analysis and monitoring. “The deployment of the InVision solution has already proven of value in the optimised scheduling of more than 1,000 of our agents. The new modules enable a detailed forecasting of the expected workload and of the required labour resources as well as an optimised monitoring of the entire workforce management of our service centres – on one single platform”, confirms René Luederitz, Project Leader Staff Scheduling of Neckermann.Contact Customer Services GmbH.

Tailored to individual requirements, companies can decide which planning steps should be supported by means of the web-based, modular solution InVision Enterprise WFM. Thanks to its open interfaces, the software can be integrated smoothly into existing IT environments and connected to numerous external systems. It allows the staff planner to optimise staffing by creating schedules that at all times conform as closely as possible to the actual requirement. At the same time, it helps users to observe all relevant legislation, local agreements and the contracts of individual employees – including work-life balance guidelines. Furthermore, it allows for employee involvement in the planning process.

“We are very happy to announce the expansion of our long-standing and successful collaboration with Neckermann“, says Peter Bollenbeck, CEO of InVision Software AG. “Using InVision Enterprise WFM now comprehensively, the Neckermann customer service can realise an integrated, completely rounded workforce management. On the one hand, this eases the workflows for the employees and provides reliable data for planning. On the other hand, a consistent customer service level can be ensured.”

About InVision Software
InVision Software is a world-leading supplier of enterprise-wide workforce management solutions which enable companies to optimise their staff planning and scheduling processes. InVision empowers customers to reduce personnel costs, increase productivity, improve employee satisfaction and to boost revenue by leveraging better customer service. Founded in 1995 and based in Ratingen (Germany), InVision currently employs more than 220 WFM specialists and has offices across Europe, North America, and South Africa. InVision Software AG (IVX) is listed in the Prime Standard Segment of the Frankfurt Stock Exchange. Among InVision's clients are numerous international blue chip companies, such as ABN Amro, Allianz, BMW, Deutsche Telekom, IKEA, Sky and Vodafone.
Further information: www.invisionwfm.com

Press contact:
Jutta Handlanger
InVision Software AG
Head of Corporate Communications
Halskestrasse 38
D-40880 Ratingen (Germany)
phone: +49 (0)2102 728-252
fax: +49 (0)2102 728-111
e-mail: pr@invision.de

UK contact:
Chris Dealy
InVision Software Ltd.
Sales Director
Baskerville House
Centenary Square, B1 2ND Birmingham
phone: +44(0)121 503-2620
fax: +44(0)121 503-2621
email: chris.dealy@invisionwfm.com

 

 

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