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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.

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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 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 - Customers Wary Of Fraud Calls

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Published: Tuesday, October 7, 2008

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2021 Buyers Guide Telecoms

Cloud IT Services GmbH

Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

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Cloudonix’s smart voice calls enable frictionless experiences that drive better customer care and faster sales by merging voice and data into a complete service context. Cloudonix add Cloud capabilities to your existing on premise Call Center enabling your agents to work from anywhere in the world. Security, Privacy and more – rapidly deployed and cost effective without replacing your existing systems or retraining your team.

Connectica Solutions, LLC

PBX On The Cloud
We provide complete Cloud-based PBX/Phone Systems, including predictive and progressive dialers, phone lines in more than 75 countries and low cost international rates.
We specialize in the US and Latin American market.

DiRAD Technologies

AI Powered Contact Center Provider, AI Chat & Voicebot, Enterprise Telephony
Take advantage of the latest customer service innovations with Contact Center, Virtual Assistant, and Interactive Voice solutions for accessible, 24×7 services across multiple channels.

Layer One Technologies

Layer One Technologies provides information and communication technology (ICT) services to businesses in the greater Charlotte area. Whatever your cabling needs, we have you covered.


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Stay in contact quickly and easily with your international offices through Megacall.

Megacall will fulfill all your telecommunication requirements and on top of that go the extra mile and surprise you with new possibilities for your business, speed to action your requests and keeping within your budget.

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Our SNAPsolution – UC and Collaboration tools – can be quickly deployed so you can realize your ROI just as quick. netsapiens offers a comprehensive suite of unified communications (UC) & Contact Center (CC) feature-sets to service providers. Custom-built to provide our partners with unprecedented levels of flexibility, customization, and ease of use.

netsapiens allows you to control your margins in order to improve your ROI. As a provider of a facilities-based solution, you are able to personally choose your origination, termination, hardware costs, etc. to fit your budget. We also allow you to strategically price your product for a maximum return on your investment by charging on a conc...
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Nuxiba Technologies

Build a strong business presence and improve customer relationships!

Offer custom-tailored solutions throughout your sales cycles and customer interactions and assess service levels and control corporate goal achievement through reports and statistics.

Obtain detailed reports based on relevant activity in your contact center, access our quality module to assess calls and performance, apply surveys, develop scripts, record conversations, and more!

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Long Distance and Toll Free Specialists for Contact Centers
Televergence is a facilities based US Nationwide High volume/High Capacity Inbound and Outbound VoIP Carrier for Contact Centers. We specialize in termination (outbound) and origination (toll free and local DID) for the contact center. We have a technical staff that is up to date on the majority of platforms in use today, including asterisk and Vicci dial, as well as many of the currently in use software platforms.
Contact Centers generally see cost reduction and containment when using Televergence as their contact center telecom carrier. Televergence is the only active US VoIP carrier certified by the Women's Business Enterprise National Council (WBENC), which enables our services to qualify for meeting corporations Supplier Diversity Needs.

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