Case Study: Orange County’s Credit Union saves $25,000 and improves service levels with Verint Workforce Management Professional

Orange County’s Credit Union saves at least $25,000 with Verint Workforce Management

Orange County’s Credit Union (OCCU) faced challenges in efficiently scheduling staff shared between its contact center and seven branches, leading to short-staffing and coverage gaps. To address this, OCCU sought a flexible workforce management solution and selected Verint, implementing Verint Workforce Management Professional.

The Verint solution streamlined forecasting and scheduling, allowing OCCU to reassign staff to eliminate gaps and model schedule costs. Results included saving at least $25,000, achieving full ROI in under one year, and improving service levels by 5%, alongside a better conversion rate. Verint's system provided greater flexibility and removed guesswork from profitability analyses.