Successful WFM implementation supports employee engagement at OTTO Service Centers - Calabrio

AT A GLANCE:

COMPANY: OTTO

INDUSTRY: Retail Services

PRODUCTS USED: Calabrio Teleopti WFM

THE CHALLENGE:

Like many other retailers, OTTO has had to change to gain competitive advantage. The challenge was how do you empower staff to adopt a new mindset along with collaborative ways of working, always with a firm emphasis on fairness and justice? An organization-wide change management program the Otto Group introduced three years ago set out to do just that.

THE SOLUTION:

OTTO now uses Calabrio Teleopti WFM to build schedules for 1,600 agents. Early on, the company took the conscious decision not to centralize all WFM processes immediately in a bid to engage employees from the beginning. It was a mark of respect to the planners at each location who share a special relationship with their teams because they understand what agents want, how they want to work and how the new Teleopti solution might support their individual needs.

Successful WFM implementation supports employee engagement at OTTO Service Centers

CASE STUDY: OTTO

The implementation of Calabrio Teleopti WFM has realized a blend of cultural, functional and business benefits. In addition to significantly increasing employee participation and underpinning OTTO’s change management process, the company now has a product that works as it does.

OVERVIEW

OTTO is Germany’s biggest online retailer for furniture and home furnishing products offering more than 6,800 brands. Since taking its first steps into e-commerce in 1995, the organization now generates well over 95 percent of its sales over the Internet with 6.6 million customers ordering online in the last financial year alone. At peak periods, otto.de receives up to ten new orders every second.
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Key requirements

“Personally, promptly and on all channels“ is how OTTO communicates with its customers who have voted the company the most customer-oriented retail service provider in Germany. To maintain this reputation, OTTO relies on a national network of 15 contact centers or ‘relation centers‘ that focus on delivering an exceptional shopping experience for customers around the clock.

Like many other retailers, OTTO has had to change to gain competitive advantage. The challenge was how do you empower staff to adopt a new mindset along with collaborative ways of working, always with a firm emphasis on fairness and justice? An organization-wide change management program the Otto Group introduced three years ago set out to do just that.

Choosing Calabrio Teleopti

When it came to change the priority was to select a new workforce management (WFM) technology partner to redress the balance. Some relation centers still relied on manual processes to schedule and forecast agents. Stefan Schäff said, “The time for change had arrived. Our aim was to find one single
solution that was modern and most importantly, could adapt to how our people wanted to work. After evaluating four products, we chose Calabrio Teleopti WFM because it had the best vision for involving our agents.”

Stefan Schäff concluded, “From the outset, Teleopti showed clear vision and outlined great ideas for engaging our staff. We’re growing step-by-step and look forward to realizing even more of the benefits of Calabrio Teleopti WFM in the future.“

THE SOLUTION

The implementation of Calabrio Teleopti WFM has realized a blend of cultural, functional and business benefits. In addition to significantly increasing employee participation and underpinning OTTO’s change management process, the company now has a product that works as it does. The implementation itself was fast and successful and the system has dramatically simplified and accelerated forecasting activities for millions of shifts. What is more, OTTO is confident that the time saved through automation, although not the main business driver for selecting Teleopti, has already covered the costs of the initial project.

Mobile app – MyTime

OTTO now uses Teleopti WFM to build schedules for 1,600 agents. Early on, the company took the conscious decision not to centralize all WFM processes immediately in a bid to engage employees from the beginning. It was a mark of respect to the planners at each location who share a special relationship with their teams because they understand what agents want, how they want to work and how the new Teleopti solution might support their individual needs.

Before the introduction of Calabrio Teleopti WFM, agents would print out their schedules, even though they were probably out-of-date by the time they looked at them. Now the majority of people have embraced the real-time capability of the Teleopti MyTime module to check their up-to-date schedules using
their mobile devices and welcome the opportunity to trade shifts to support their home and personal commitments.

Plans for the future

OTTO has ambitious plans for 2019: The trust across the organization have encouraged the team to work with planners to re-consider the possibility of centralization. Most of forecasting processes are already centralized in many centers. OTTO plans to extend this to the planning process while maximizing the benefits of MyTime across all locations.

BENEFITS

Automation has vastly accelerated the holiday planning and approvals process across multiple shifts, work groups and locations while the transparency provided by the technology has made vacation planning fairer for all. Stefan Schäff added, “At a corporate level, it’s a highly valuable tool that strategically supports our change management initiative by engaging employees throughout the organization.

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