FirstMerit Bank Improves Customer Service and Sales and Saves Over $2M
GMT Corporation, a company specializing in Workforce Management for retail bank branches, contact centers, and back office operations, announced that by using GMT Planet(c) workforce management software FirstMerit Bank has improved customer service and sales and increased efficiency generating over $2 million in savings in 2005.
"GMT's workforce management software solutions are a key part of our strategy to increase efficiency and improve service and sales in our branches and call center operations," said Larry A Shoff, Chief Technology Officer at FirstMerit. "We are off to a good start and in 2005 we achieved a strong return on investment with savings totaling over $2 million.
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In 2004 FirstMerit started using GMT Planet workforce management software to provide optimum staffing levels for tellers and sales associates across FirstMerit's 160 branches. The result has been significant improvements in closed sales and customer service scores and a reduction in branch payroll expenses.
Subsequently FirstMerit extended GMT Planet workforce management software to its call center and back office operations with a similar goal of improving service, sales and efficiency. In 2005 FirstMerit further improved operating performance by introducing an enterprise-wide pay-for-performance plan to motivate and reward employees.
"FirstMerit is a leader in operational excellence and customer intimacy and we are delighted to have made a contribution to improving sales and productivity," said Simon Angove, CEO of GMT Corporation. "This is an excellent example of how GMT is unique in delivering on the promise of enterprise-wide workforce management, from branches to call centers to back office operations."
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