Case Study: Associated Bank modernizes branch workforce management with Verint

Associated Bank boosts customer satisfaction 3% with Verint

Associated Bank, a regional Midwest bank with over 220 branches, sought to modernize its branch workforce management. The bank needed a solution to align its workforce capacity with customer demand, improve the effectiveness of in-person interactions, and take advantage of efficiency opportunities in its branch channel. To address this, Associated Bank partnered with Verint and implemented its Branch Workforce Management solutions, including Branch Forecaster and Branch Scheduler.

Verint provided a comprehensive solution that began with a branch field study for model validation, followed by a phased software implementation. Using Verint's tools, the bank gained the ability to run what-if scenarios, optimize scheduling, and adapt quickly to changes like those during the COVID-19 pandemic. The results included 90% adoption and schedule adherence, a 3% increase in customer satisfaction, a high single-digit percent reduction in branch operating hours, and significant staffing efficiencies, leading to a substantial financial win for Associated Bank.

Associated Bank