Case Study: Bank Hapoalim achieves streamlined work management and higher customer satisfaction with Genesys Enterprise Workload Management

Bank Hapoalim Improves Work Management and Customer Satisfaction

Bank Hapoalim, Israel’s largest bank with over 260 branches and 12,000+ employees, faced growing inefficiencies as branch autonomy left operational and risk-management tasks scattered, hard to staff and measure. Peaks in daily workloads (e.g., mid‑afternoon deposit spikes) made it difficult to match the right skills to shifting priorities, so the bank aimed to centralize processing, gain visibility into workforce activity, and cut operational costs—targeting a roughly 44% reduction in branch-related staffing.

The bank implemented Genesys Enterprise Workload Management (with IBM Process Server and IBM Global Business Services) to create centralized back‑office centers, a global task list and skills‑based, rules-driven task routing. The solution automated assignment of 20+ task types, handles more than 100,000 tasks daily, halved processing times for key transactions, and reduced the workforce required for these tasks from about 1,000 to 560—improving accuracy, consistency, scalability and overall customer service.

Bank Hapoalim

Gideon Makleff

Executive Vice President, Back Office Operations, Bank Hapoalim