Case Study: Leading Digital Financial Services Company achieves 13% productivity gain, 10% less idle time and 25–60% backlog reduction with Verint Systems' Operations Visualizer

Leading Digital Financial Services Company - Customer Case Study

A leading U.S. digital financial services company’s auto finance group — one of the largest auto finance providers serving car dealerships — needed to deliver more cost-effective service. Management suspected a gap between targeted and actual productivity but lacked the day-to-day visibility required to confirm where time was being spent and identify improvement opportunities.

The company piloted Verint Operations Visualizer at a site of roughly 400 contact center agents and 350 processing specialists, combining desktop application analysis, employee-recorded non-system activities, and performance scorecards to reveal actual versus perceived work patterns. The pilot increased production application time (a 13% productivity gain), cut idle time by about 10%, and reduced transaction backlogs by 25–60% year-over-year with the same headcount despite 3–5% higher volumes, while also improving morale and coaching effectiveness.