Bank Hapoalim Improves Customer Satisfaction and Operational Competitiveness with Genesys Enterprise Workload Management
Streamlined back office operations brings renewed customer sales and service focus into bank branches
Daly City, CA – July 11, 2013 – Genesys, a leader in contact center and customer service solutions, today announced that Bank Hapoalim, Israel’s largest bank with a global reach in three continents, has successfully transformed its business operations and increased its competitiveness with Genesys Enterprise Workload Management. Through the deployment of Genesys Enterprise Workload Management, Bank Hapoalim has transferred operational risk management workloads out of the branches and into the back-office, allowing branch employees to focus on revenue generating customer activities. As a result, Bank Hapoalim has reduced costs, increased managerial control of resources and efficiencies, and provided a completely unique customer experience.
- With over 12,000 employees, Bank Hapoalim currently manages over 260 branches throughout Israel. As a rapidly growing financial institution, Bank Hapoalim realized that its traditional procedures for processing customer work were inefficient. For example, branches operated with a high degree of autonomy, and determined their own sales, customer service, operational, and risk management priorities. As a result, employees managed a constantly shifting task list of work items depending on the time of day.
- To remain competitive and efficient, Bank Hapoalim transformed its business operations, with a focus on operational competitiveness, revenue enhancement, and customer service. Leveraging Genesys Enterprise Workload Management, Bank Hapoalim re-assigned operational and risk management activities from the branches and into “Back Office Centers.” This enhanced process allowed the branches to concentrate on sales and customer service priorities as determined by the Retail business management.
- Genesys Enterprise Workload Management enabled Bank Hapoalim to eliminate errors and delays by automatically assigning tasks based on priority and skill requirements to the right person at the optimal time, to ensure tasks are done on time by the most appropriate person based on their expertise. At the same time, the consistency, accuracy, and quality of the company’s work has been greatly improved. Ultimately, Genesys Enterprise Workload Management has generated over 40 percent improvement in the organization’s productivity, translating into significant man-hour costs savings.
“Thanks to Genesys Enterprise Workload Management, the efficiency in processing transactions has been enhanced. We’re getting more done, and also elevating our overall customer service levels,” said Zeev Hoogi, Senior Vice President of Back Office Operations, Bank Hapoalim.
“Because Genesys Enterprise Workload Management enables us to eliminate errors and delays by automatically assigning tasks to exactly the right person based on their expertise, the consistency, accuracy, and quality of our work has been greatly improved, and has created a lot of savings in terms of man-hours,” said Gideon Makleff, Executive Vice President of Back Office Operations, Bank Hapoalim.
Genesys is a leading provider of customer engagement and contact center solutions. With more than 3,000 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise. www.genesys.com
Dominic Weeks (SHIFT Communications)