Case Study: Austrian Post (Austria’s leading postal & logistics provider) achieves faster, more accurate workforce planning and reduced planning effort with Alvaria (workforce optimization & CX solution)

Austrian Post - Customer Case Study

Austrian Post, Austria’s leading logistics and postal services provider, manages about 1.2 million customer interactions a year across phone, email, mail/fax, web and in-person channels with a 150-person customer service organization. Facing fluctuating volumes, complex topic-specialist staffing and limitations of its legacy routing and workforce-management tools, the Post ran a re-tender to secure a single-source, cloud-based solution able to automate scheduling for varied employment types and adapt quickly to changing demand.

They selected Alvaria’s cloud omnichannel engagement and workforce-management suite, which automatically imports historic routing data, produces clearer demand forecasts and generates optimized schedules that respect working hours, preferences, non‑availabilities and role-specific skills. The result: significantly reduced planning effort and times, more efficient and flexible staffing (including hourly rescheduling between front- and back-office tasks), an intuitive planner UI, and mobile web access so agents can view schedules remotely—improving planning quality and operational efficiency.

Austrian Post

Angela Henke

Reporting and Resource Planning