Case Study: Global Investment Management Organization achieves 50% reduction in idle time and 15% headcount reduction with Verint Systems' Workforce Engagement solution

Global Investment Management Organization - Customer Case Study

This U.S.-based global investment management firm (5,000+ associates, ~$600B AUM) relied on its Retail Support Operations back office—about 150 staff processing roughly 1.5 million transactions annually—but lacked tools to measure and improve back-office performance. As automation and self‑service removed simpler tasks, the back office was left handling more complex work without visibility into productivity, prompting the need for a standardized operating model for resource allocation and process improvements.

Following an onsite discovery, RSO implemented Verint Workforce Engagement—Application Visualizer to capture desktop activity and Verint Workforce Management for forecasting, scheduling, and adherence—providing actionable reporting and managerial insight. Within 90 days idle time fell 50%; the group reduced headcount by 15%, overtime by 37%, increased activity per associate by over 9% and Day‑1 completion by 8%, met its 10% efficiency improvement goal in 18 months, and expanded the solution enterprise‑wide.