Case Study: Credit Union

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Today’s case study explains how TimeSimplicity can help a typical small credit union maintain quality customer service while controlling operating expenses through expedited 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 founded in 1982 and currently has 5 branches. It was originally founded for the employees 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 pick credit unions in the first place. With rising rates for marketing, computer systems, and qualified team members, Springfield knew it had to elevate labor force efficiency to stay competitive.

Daunting Scheduling Challenges

The only change Springfield managers had made to their non-automated 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 simpler. When Springfield opened its fifth branch, labor force scheduling issues were consuming a big chunk of administrative time. The branch supervisors 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.
Minimize overtime for full-time employees.
Make sure part-timers stay within authorized hours.
Provide the team members with their requested schedules as often as possible.
Simplify communication within all departments and branches.
Keep track of which staff members 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 provided benefits they had not expected. It delivers managers smart tools for simple, hassle-free scheduling and empowers employees 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.

Accommodate Employees

Springfield has been able to accommodate their staff members’ 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, team members simply put requests on the Virtual Trade Board. Managers can rapidly view, monitor and authorize shift request changes online. Once a shift trade is authorized, TimeSimplicity automatically informs the appropriate staff members.

Compliance Conquered

With customized overtime notifications, managers are notified when part-time employees are approaching full-time hours, and full-timers are approaching overtime. They don’t need to be constantly monitoring time cards to keep employees working within the prescribed 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 significantly, the admin staff is much more productive, and employee loyalty has improved.

For a demo of Workforce Management Suite, call 800-440-9033.

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