{"id":505427,"date":"2021-11-30T08:26:00","date_gmt":"2021-11-30T08:26:00","guid":{"rendered":"https:\/\/www.capgemini.com\/?post_type=client-story&#038;p=658878"},"modified":"2025-03-26T07:26:06","modified_gmt":"2025-03-26T07:26:06","slug":"a-financial-services-company-uses-intelligent-automation-to-drive-workforce-management-efficiency","status":"publish","type":"client-story","link":"https:\/\/www.capgemini.com\/pt-en\/news\/client-stories\/a-financial-services-company-uses-intelligent-automation-to-drive-workforce-management-efficiency\/","title":{"rendered":"A financial services company uses intelligent automation to drive workforce management efficiency"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/11\/Capgemini_Client-Stories_A-FINANCIAL-SERVICES-COMPANY-USES-INTELLIGENT-AUTOMATION-TO-DRIVE-WORKFORCE-MANAGEMENT-EFFICIENCY.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/11\/Capgemini_Client-Stories_A-FINANCIAL-SERVICES-COMPANY-USES-INTELLIGENT-AUTOMATION-TO-DRIVE-WORKFORCE-MANAGEMENT-EFFICIENCY.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/11\/Capgemini_Client-Stories_A-FINANCIAL-SERVICES-COMPANY-USES-INTELLIGENT-AUTOMATION-TO-DRIVE-WORKFORCE-MANAGEMENT-EFFICIENCY.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/11\/Capgemini_Client-Stories_A-FINANCIAL-SERVICES-COMPANY-USES-INTELLIGENT-AUTOMATION-TO-DRIVE-WORKFORCE-MANAGEMENT-EFFICIENCY.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/11\/Capgemini_Client-Stories_A-FINANCIAL-SERVICES-COMPANY-USES-INTELLIGENT-AUTOMATION-TO-DRIVE-WORKFORCE-MANAGEMENT-EFFICIENCY.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/11\/Capgemini_Client-Stories_A-FINANCIAL-SERVICES-COMPANY-USES-INTELLIGENT-AUTOMATION-TO-DRIVE-WORKFORCE-MANAGEMENT-EFFICIENCY.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/11\/Capgemini_Client-Stories_A-FINANCIAL-SERVICES-COMPANY-USES-INTELLIGENT-AUTOMATION-TO-DRIVE-WORKFORCE-MANAGEMENT-EFFICIENCY.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/11\/Capgemini_Client-Stories_A-FINANCIAL-SERVICES-COMPANY-USES-INTELLIGENT-AUTOMATION-TO-DRIVE-WORKFORCE-MANAGEMENT-EFFICIENCY.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/11\/Capgemini_Client-Stories_A-FINANCIAL-SERVICES-COMPANY-USES-INTELLIGENT-AUTOMATION-TO-DRIVE-WORKFORCE-MANAGEMENT-EFFICIENCY.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:60% 32%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><div><span class=\"box-tag\">Client story<\/span><\/div><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">A financial services company uses intelligent automation to drive workforce management efficiency<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/11\/North-American-financial-services-company-SS-brochure-1.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><span>Download client story<\/span><span class=\"type\">2 MB  pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/pt-en\/news\/client-stories\/a-financial-services-company-uses-intelligent-automation-to-drive-workforce-management-efficiency\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-tw\"><a href=\"https:\/\/twitter.com\/intent\/tweet?url=https:\/\/www.capgemini.com\/pt-en\/news\/client-stories\/a-financial-services-company-uses-intelligent-automation-to-drive-workforce-management-efficiency\/&amp;text=A financial services company uses intelligent automation to drive workforce management efficiency\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-tw\"><\/i><span class=\"sr-only\">Twitter<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/pt-en\/news\/client-stories\/a-financial-services-company-uses-intelligent-automation-to-drive-workforce-management-efficiency\/&amp;text=A financial services company uses intelligent automation to drive workforce management efficiency\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><p class=\"intro-para-content-withoutTitle\"><strong>Client Challenge<\/strong>: Building on a long and successful partnership, the financial services company and Capgemini wanted to take advantage of new technology in order to improve the efficiency and expand the scope of their joint workforce management (WFM) team<br><br><strong>Solution<\/strong>: Working collaboratively, the company and Capgemini introduced intelligent automation throughout existing WFM processes, reducing friction and enabling the partners to allocate resources in new areas<br><br><strong>Benefits<\/strong>:<br>Improved efficiencies leading to expansion of the project\u2019s scope<br>Improved capacity for identification of scheduling errors<br>Reduced operation cost with an effective resource utilization plan<\/p><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button is-style-outline is-style-outline--1\"><a class=\"wp-block-button__link wp-element-button\" href=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/11\/Innovation-Nation-magazine-Summer-2022-edition-Business-Operations-v4-1.pdf\" target=\"_blank\" rel=\"noreferrer noopener\">Download Innovation Nation | Summer 2022 edition<\/a><\/div>\n<\/div>\n\n\n\n<p><\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-building-upon-a-successful-partnership\">Building upon a successful partnership<\/h3>\n\n\n\n<p>When a North American multinational financial services company decided to expand the scope of its workforce management (WFM) team, the organization wanted a new set of tools to improve efficiency and free up the team\u2019s time to spend on additional tasks.<\/p>\n\n\n\n<p>As new, relevant technology became available, the company and Capgemini, its long-term partner, recognized the opportunity to realize their vision through implementing intelligent automation. This began with a review of the new tools available as well as a decade of effective partnership to identify the exact opportunities they could exploit. In addition, the project team performed a thorough cost benefit analysis focused on the potential impact of a transformation project. After this initial groundwork, the partners agreed that implementing the Genesys Administrator &amp; Aspect tool would best serve the needs of the company.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-automation-at-the-heart-of-transformations\">Automation at the heart of transformations<\/h3>\n\n\n\n<p>With an action plan agreed on, the partners then launched a transformation program that introduced automation throughout selected processes, which included real-time activities and workforce scheduling.<\/p>\n\n\n\n<p>The company and Capgemini also developed more comprehensive, frictionless forecasting techniques that would help better predict upcoming workload requirements and assign team members appropriately to ensure consistent, high-quality service delivery. Automation was also applied to quality control in order to more reliably and quickly identify and address errors in scheduling.<\/p>\n\n\n\n<p>Throughout the project, the company and Capgemini maintained a collaborative, \u201cOne Team\u201d approach to transformation. The combination of the company\u2019s financial services industry knowledge and Capgemini\u2019s technical expertise ensured that the solution satisfied all possible needs.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-an-expansion-built-upon-efficiency\">An expansion built upon efficiency<\/h3>\n\n\n\n<p>Introducing intelligent automation enabled the partners to implement frictionless WFM processes. This reduced the amount of repetitive and time-consuming tasks that had previously absorbed a great deal of effort and enabled the partners to look for ways to expand their successful relationship. With less time needed to complete their existing work, the team was then able to take on additional responsibilities. As a result, the partners have added more people 4 FTEs to the overall project, thereby continuing to grow what has proven to be a rewarding engagement without expanding the associated costs.<\/p>\n\n\n\n<p>Going forward, the company and Capgemini will continue to look for new opportunities for innovation. The automated solution applied in this case has application potential beyond WFM processes, which could offer the partners the chance to apply what they\u2019ve learned in a new context. In this way, the financial services company and Capgemini will pursue a future based upon efficiency and dynamic transformation.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-contact-business-services\">Contact Business Services<\/h3>\n\n\n\n<p>To learn more, contact Capgemini\u2019s Business Services at:&nbsp;<a href=\"mailto:businessservices.global@capgemini.com\" target=\"_blank\" rel=\"noreferrer noopener\">businessservices.global@capgemini.com<\/a><\/p>\n\n\n\n<p>To stay up to date with our latest thought leadership pieces, product launches, and news \u2013&nbsp;<a href=\"https:\/\/go.capgeminigroup.com\/l\/95412\/2021-09-06\/5f7gry\" target=\"_blank\" rel=\"noreferrer noopener\">click here<\/a><\/p>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-wrapper-card-text-pic wrapperCardTextPic hero-bg-shape\"><div class=\"container\"><div class=\"content-title\"><h2 class=\"card-text-pic-heading\">Innovation Nation | Summer 2022 edition<\/h2><\/div><div class=\"row\"><div class=\"col-md-12\">\n<div class=\"wp-block-cg-blocks-card-text-pic-left\"><div class=\"row card-text-pic leftCard\"><div class=\"col-md-12\"><div class=\"box--section\"><div class=\"box row-nobleed\"><div class=\"col-lg-5 col-md-12 box-img-wrapper \"><a href=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/11\/Innovation-Nation-magazine-Summer-2022-edition-Business-Operations-v4-1.pdf\" aria-label=\"Read more about See the full magazine\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><picture><source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/08\/Innovation-Nation-Summer-2022-edition.jpg?w=1000&amp;quality=90 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/08\/Innovation-Nation-Summer-2022-edition.jpg?w=1000&amp;quality=90 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/08\/Innovation-Nation-Summer-2022-edition.jpg?w=500&amp;quality=90 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/08\/Innovation-Nation-Summer-2022-edition.jpg?w=1000&amp;quality=90 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/08\/Innovation-Nation-Summer-2022-edition.jpg?w=768&amp;quality=90 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/08\/Innovation-Nation-Summer-2022-edition.jpg?w=768&amp;quality=90 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/08\/Innovation-Nation-Summer-2022-edition.jpg?w=556&amp;quality=90 1x, https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/08\/Innovation-Nation-Summer-2022-edition.jpg?w=556&amp;quality=90 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/08\/Innovation-Nation-Summer-2022-edition.jpg\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/picture><\/a><\/div><div class=\"col-lg-8 col-md-12 box-inner \"><a href=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/11\/Innovation-Nation-magazine-Summer-2022-edition-Business-Operations-v4-1.pdf\" aria-label=\"See the full magazine\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><h4 class=\"titlewithLink\" data-maxlength=\"144\">See the full magazine<\/h4><\/a><p class=\"box-text\" data-maxlength=\"\">Innovation Nation is much more than a magazine &#8211; it&#8217;s a zoom on what&#8217;s been happening in the last six months across the world of Intelligent Business Operations. <\/p><div class=\"box-bottom\"><a aria-label=\"Download about See the full magazine\" class=\"more2\" data-maxlength=\"24\" href=\"https:\/\/prod.ucwe.capgemini.com\/wp-content\/uploads\/2022\/11\/Innovation-Nation-magazine-Summer-2022-edition-Business-Operations-v4-1.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\">Download<\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n<\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>When a North American multinational financial services company decided to expand the scope of its workforce management (WFM) 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