Commonwealth Bank has been internationally recognised for a Workforce Management program that enables the Bank to use technology to improve business processes, reduce risks and costs, and drive business improvement across its 1,000 branches nationally.
The U.S.-based Celent Model Bank Awards acknowledged Commonwealth Bank and its workforce optimisation project. The award highlights the best practices of what a ‘model bank’ should implement—from both an initiative and technology standpoint.
Executive General Manager Retail Sales, Lyn McGrath said Commonwealth Bank was congratulated on their implementation and delivering new levels of visibility into the customer experience across Commonwealth Bank branches.
We are very proud to be acknowledged by Celent for our leadership position in the use of innovative technology in our organisation. We are able to track more accurately the increased needs of customers and manage our people to improve customer service,” Ms McGrath said.
Already, we have been able to realise productivity benefit uplift while increasing customer satisfaction rates significantly,” she added.
Ms McGrath said the three-year return on investment target for the project was achieved within the first year.
NEXA would like to extend our congratulations to our good friends at Commonwealth Bank of Australia for an excellent Workforce Management project.