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Case Studies : la Feltrinelli

la Feltrinelli is Italy's leading bookshop chain. The Feltrinelli Editore publishing house was founded in 1955 by Giangiacomo Feltrinelli, who then opened his first bookshop in Pisa in 1957. Now there are over 100 bookshops throughout Italy, employing over 1,200 people. Today, Gruppo Feltrinelli also owns RicordiMediaStores alongside its publishing house and chain of bookshops.

Background and Challenges
Over recent years, Gruppo Feltrinelli has grown both the number of its outlets and the number of its employees. It is now Italy's largest chain of bookshops with over 100 stores. The company plans to continue growing at the same rate by opening several new shops every year. The outlets are diverse, having different opening times and employing varying numbers of people - between 5 and 50 employees.

There is also diversity in employee contracts: There is a mixture of full-timers and part-timers; a mixture of flexible and fixed hours contracts; and the company employs casual staff at peak seasons such as Christmas. These factors mean that business processes in general, and staff planning in particular, are becoming ever more complex. Previously, staff planning was conducted using Excel tables and ad-hoc, internally developed processes.

This approach became inadequate for the company's size and structure. Employee satisfaction was suffering and managers at the bigger shops were spending up to five days to create only one staff roster. Critically, the lack of optimised scheduling meant that the company was not able to provide proper customer service due to shortages of sales staff during busy periods.

The diversity of its outlets means that a fully centralised staff planning tool is not feasible for la Feltrinelli. Instead, the group requires a workforce management system which enables individual shop managers to create schedules for their particular outlets; data storage, management and processing must however be handled centrally. Following a thorough evaluation of the staff scheduling software tools available on the market, la Feltrinelli opted for InVision Enterprise WFM. The elements of the InVision solution which impressed la Feltrinelli most were the comprehensive functionality of the product as well as the clearly structured approach and the proficient consulting of InVision's professional services. After three demonstration sessions using real data from its business, la Feltrinelli selected InVision.

Implementation of InVision Enterprise WFM starts with the configuration of 'master data'. This data is used to forecast how many employees are required, where and when, and to what tasks they should be assigned. At la Feltrinelli, there are over 130 defined tasks, each of which has three different skills levels. Absence activities and break activities can also be defined so that these are accounted for during the scheduling process. Scheduling rules, derived from individual employee contracts, are defined and entered in the system. Past (historical) data from Point of Sale and Stock Control systems are used to calculate the varying number of staff required in order to achieve the desired customer service level at all times.

Once the required staffing levels are forecast, InVision Enterprise WFM enables optimised staff schedules automatically to be generated: Shop managers create a general outline of their requirements for the coming year, including staff holiday plans. The basic plan is adapted every month based on up-to-date forecasts using the AutoScheduler component of InVision Enterprise WFM, a fully automated module that generates optimised schedules at the touch of a button, while taking all relevant scheduling rules into account.

AutoScheduler performs the entire optimisation process in a single step, from the long-term assignment of employees over long periods to the creation of a detailed definition of the activity or activities to be performed over the course of a single day. The schedules are distributed to the employees approximately 60 days in advance. Each employee's activity is represented in the ShiftCenter module of InVision Enterprise WFM. la Feltrinelli can also export employees' ShiftCenter data to external systems for further processing.

Application and Results
The pilot phase was completed in the 'Champion Stores' in just eight months - including company-specific adaptations required to perfectly match all of la Feltrinelli's needs without compromise. Analysis of individual activity transaction times, an important factor in requirement forecasting, was performed in advance.

The InVision solution is also seamlessly integrated with existing systems at la Feltrinelli. The delivered solution enables uniform data and standardised processes for requirement forecasting and staff scheduling at each of la Feltrinelli's diverse stores on a single, company-specific platform.

The Result
Efficiency is greatly improved, while a massive burden is lifted from shop managers' shoulders. This in turn increases staff morale and motivation. Demand-oriented optimised scheduling enhances customer service levels and, as a result, customer satisfaction.

The basic implementation work was completed by November 2007, and the first three la Feltrinelli shops began working with InVision Enterprise WFM straight away. A steady rollout to the remaining shops is now taking place, enabling all of the more than 100 shop managers to create and assign efficient, customer-oriented schedules to approximately 1,200 employees, quickly and easily. All new outlets will be set up in InVision Enterprise WFM before opening, meaning that optimised staff schedules and high levels of customer service are guaranteed from the very start.

"Our aim is first and foremost to simplify and rationalise staff planning processes in our retail outlets and so meet our customers' needs and prevent queues from forming at the checkout. InVision Enterprise WFM is the perfect solution for us: In an instant, our shop managers can create staff schedules that are ideally suited to the size of their outlets and the number of customers they have."

Massimo Pisati
Head of IT and logistics at la Feltrinelli

About injixo Ltd:
Company LogoCloud Based Workforce Management SoftwareCompany Profile Page

About La Feltrinelli:
Company Logola Feltrinelli is Italy’s leading bookshop chain. The Feltrinelli Editore publishing house was founded in 1955 by Giangiacomo Feltrinelli, who then opened his first bookshop in Pisa in 1957. Now there are over 100 bookshops throughout Italy, employing over 1,200 people. Today, Gruppo Feltrinelli also owns RicordiMediaStores alongside its publishing house and chain of bookshops.
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Today's Tip of the Day - Telephone Numbers

Read today's tip or listen to it on podcast.

Published: Tuesday, October 7, 2008

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2024 Buyers Guide Computer Telephony Integration

Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

AMC Technology

DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.


What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.


Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.




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