Business processing company Banctec claims to have improved the
efficiency of its work processes by up to 30% after introducing an
on-line capacity planning system.
The company, which processes 50 million documents a day
worldwide, is rolling out the service, which was developed by AOM
International, to help it manage daily fluctuations in demand.
AOM, described as the equivalent of Salesforce.com for managing
business processes, allows the company to predict how many
temporary staff it will need each day and to allocate them in the
most efficient way as demand changes during the day.
"We are seeing an increase in efficiency of between 25% and 30%
. We have particularly seen an improvement in the resources we are
using, and in service level agreement management," said James
Silcock, director of business development.
Banctec rolled the system out 18 months ago at its main UK
business processing centre in Harlow, Essex. It now plans to roll
out AOM in sites across Europe.
The system has allowed Banctec to manage its business processing
services, which include processing applications for credit cards,
utility payments and debt, using a single platform.
The software allows line managers to enter estimates of the
number of staff they need, based on predicted work levels, in a
structured way, and helps them redeploy staff as workloads
change.
The biggest challenge in rolling out the system was not
technical, but getting buy-in from staff, said Silcock. "We changed
the way their work was carried out, and how it was focused. The
main hurdle was management buy-in."
Silcock said the system is also helping it gain business. "When
we talk to potential customers, AOM is a tick in the box. It is
certainly helping us. We would previously have had to spend a lot
of time explaining how we work," .
