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The journey to an optimised, connected, and compliant contact centre.

Bendigo and Adelaide Bank is an Australian community-based retail bank providing a range of banking and financial products and services to retail customers and small to medium sized business. Bendigo and Adelaide Bank comprises of a national network of over 500 outlets that operate across Bendigo, Melbourne and Adelaide, comprising approximately 7,500 employees. Since 1858, its fundamental purpose has been to help customers and their communities to secure prosperous futures.

Challenge

  • Outdated legacy system was reaching end-of-life
  • Limited integrations with HCM and payroll systems meant manual intervention was often required
  • Lack of data and reporting functionality reduced operational visibility and impacted decision making
  • Limited accurate time and attendance capture and communication with staff

Solution

  • Cloud-based WFO system with data hosted in Australian data centres
  • Patent protected secure system access control for contact centre agents via ACD/Softphone integration
  • Staff scheduling using AI-built smart technology reduces manual processes and intervention
  • Award compliance is supported through seamless payroll integration and correct employee pay outcomes
  • Forecasting of future call volumes ensures shifts are better planned for and managed

Results

  • Over 230 contact centre agents transitioned to nimbus Connect
  • Consistent and efficient solution providing unison across operational teams
  • Strong governance structure in place to provide clear escalation path for project matters
  • Both sides worked closely to produce desired outcomes
  • Aligned with Bendigo and Adelaide Banks project objectives – improved processes, delivered on time and within budget
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