Today’s case study explains how TimeSimplicity can help a typical small credit union maintain quality customer service while controlling operating expenses through automated credit union employee scheduling.
Even though an increasing number of routine banking transactions are completed online without the help of a human bank teller, it is vital for small not-for-profit financial service providers to deliver the type of customer service that can only be experienced at a small, locally-based organization.
Our example organization is Springfield Community Credit Union. It was introduced in 1982 and currently has 5 branches. It was originally founded for the staff members of a state university but now has a diverse (and steadily increasing) membership that reflects the demographics of the area.
Since credit unions are not-for-profit, they must control their cost of labor in order to deliver low rates and minimal fees to members-the main reason customers choose credit unions in the first place. With rising costs for marketing, computer systems, and qualified team members, Springfield knew it had to elevate workforce efficiency to stay competitive.
Formidable Scheduling Challenges
The only change Springfield managers had made to their makeshift employee scheduling system was moving it from paper to Excel spreadsheets fifteen years ago. At that time, there were only two branches and scheduling was much easier. When Springfield opened its fifth branch, workforce scheduling issues were consuming a big chunk of administrative time. The branch managers knew they needed to automate their scheduling to maintain productivity, improve waning staff morale, and retain their members.
They had an extensive “wish list” for the capabilities of an ideal Workforce Management System:
Staff each branch adequately for all shifts.
Integrate with their payroll system.
Limit overtime for full-time employees.
Make sure part-timers stay within authorized hours.
Provide the employees with their requested schedules as often as possible.
Improve communication within all departments and branches.
Keep track of which associates are cross-trained for multiple positions.
Minimize the need for hiring additional staff by strategically scheduling employees who can work at multiple branches.
Retain their highly skilled IT staff. (There are many large tech firms in the area that compete for qualified employees.)
Maintain compliance with federal, state, and local labor laws.
Solution: Workforce Management Suite with TimeSimplicity
Workforce Management Suite fulfilled every item on their wish list and even delivered benefits they had not expected. It provides supervisors smart tools for manageable, hassle-free scheduling and enables staff members to take over many tasks previously done by managers.
Create Schedules in Minutes
With TimeSimplicity, branch managers create standard schedule templates. With the standard schedule in place, they can drag and drop to adapt to changing conditions. Employee job codes let them see at a glance which employees are cross-trained for multiple positions.
Springfield has been able to accommodate their employees’ requested schedules with the TimeSimplicity Virtual Trade Board. Previously, supervisors would circulate shift change requests to the staff, and then re-circulate when options were proposed. Now, employees simply enter requests on the Virtual Trade Board. Managers can rapidly view, monitor and approve shift request changes online. Once a shift trade is authorized, TimeSimplicity automatically alerts the appropriate associates.
With customized overtime warnings, supervisors are notified when part-time associates are approaching full-time hours, and full-timers are approaching overtime. They don’t need to be continually monitoring time cards to keep team members working within the authorized hours. In the case of a DOL audit, reports can be generated instantly from attendance data that was automatically captured and recorded.
Less Waiting for Members
Since adopting Workforce Management Suite, Springfield teller and phone customer wait times have decreased dramatically, the admin staff is much more productive, and employee loyalty has improved.
For a demo of Workforce Management Suite, call (877) 422-2824.
Accuchex offers WorkforceHUBÂ, the unified Human Resources portal that makes it easy to optimize the performance of your managers, employees, and company.
WorkforceHUBÂ includes TimeWorksPlus, TimeSimplicity, and TimeWorks Mobile. We’ve just added onboarding, benefits enrollment, performance reviews, and employee engagement! WorkforceHUBÂ is created for busy employers like you who need to streamline scheduling, automate time and attendance tracking, maintain regulatory compliance, and lessen labor costs.
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