Challenges

Situated outside Chicago, West Suburban Bank’s 36 branch locations have seen decreasing customer traffic as more customers bank online and use mobile applications. When account holders did visit a branch, they sometimes had to wait for assistance, leading to poor service. Without concrete data on the volume and types of transactions performed, branch managers relied on best guesses when scheduling the right number of full-time and part-time employees required each hour to meet customer needs, often overstaffing in case the branch got busy. This resulted in unproductive branch staff time and excessive labor costs.

What West Suburban Bank needed was a solution that could:

  • Forecast branch traffic and transaction volume to optimize staff schedules to better handle customer traffic and customers' banking needs
  • Provide online appointment setting technology to increase branch sales opportunities
  • Align employees' availability and skill sets to branch tasks
  • Minimize unneeded staffing to better control labor costs
  • Provide detailed reports on staff productivity and labor costs to improve branch efficiency
“Kronos has allowed us to be able to look at time periods of customers and transaction volume and help us identify adequate labor cost… And that has helped with decreasing how much we’re spending on the bottom line for labor costs.”

Barbara Darden
Vice President - Regional Manager

Solutions

To optimize branch customer traffic, scheduling branch staff, and managing labor costs, West Suburban Bank implemented Kronos® banking solutions. Based on customer appointments and forecast data, staff schedules are aligned with expected customer traffic, increasing employee productivity and branch efficiency, improving employee engagement, and better controlling labor costs.

Kronos FMSI Scheduler

  • Create optimal schedules that align staff with account holder traffic at each branch
  • Control labor costs by developing schedules based on accurate branch traffic and minimizing excess staffing
  • Boost staff productivity by identifying idle time and redirecting staff to more meaningful tasks
  • Increase employee engagement through equitable scheduling of less desirable shifts and tasks

Kronos FMSI Performance Analytics

  • Boost performance by staffing branches to optimize sales and service while controlling labor costs
  • Improve decision making with easy access to powerful, data-driven information
  • Increase branch efficiency by using detailed information about staff productivity and labor costs
  • Improve employee engagement with performance data as a guide for targeted coaching and training

Kronos FMSI Appointment Concierge

  • Drive traffic to your branch with appointment scheduling that makes it easy for customers to visit a branch
  • Eliminate wait times for account holders with appointments helping to reduce lobby wait times and abandon rates
  • Increase employee efficiency as you schedule the right staff at the right times to meet customer demand and deliver optimal service levels

Results

Using the solutions’ forecasting information and centralized scheduling functionality, two staffing managers schedule staff for the 36 branches. They identify branch staffing gaps and shift employees to nearby branches or use part-timers to utilize staff effectively while controlling labor costs. Correct staffing also improves productivity — as each employee has an opportunity to complete more transactions per hour — and supports cross-selling of services. Reports show the workforce utilization percentage and transactions per hour by branch and region. Since the bank implemented appointment-setting technology, its branches have seen more than a 50 percent increase in account holder visits related to appointments, eliminating wait time, improving service, and steadily increasing branch sales.

DECREASED
LABOR COSTS

with centralized scheduling placing
right staff, right place, right time

MORE THAN 50%
INCREASE

in branch sales opportunities
associated with appointments