Excellent multichannel service - Peter Hahn

The renowned fashion company Peter Hahn serves its clients across all sales channels. Employing over 1,000 members of staff, the successful multichannel retailer supplies customers in nine European countries with high-quality fashion and home accessories. Whether via catalog, website or 21 stores in Germany and Switzerland, Peter Hahn endeavors to exceed the customers' expectations on a regular basis. Excellent and dedicated employees are key to the success. This is why the long-established company, with its head office in the Swabian town of Winterbach, relies on ATOSS Workforce Management across the board – from administration and the service center through to logistics and the stores. Self services deliver the necessary degree of working time transparency and get staff actively involved in working time management processes.

In logistics, dormakaba terminals are used to book times to specific cost centers, also when switching to a different activity and cost center partway through a day. All the information is available at management's fingertips, ready to be evaluated. The service center, staffed by 90 agents, is available to customers from 7:00 a.m. to 10:00 p.m. every day. ATOSS Workforce Management guarantees that customer service is available at all times by taking into account the forecast volume of calls. Return rates and turnaround duration are factored into the planning and scheduling for the 270 staff in logistics, and even break times are fine-tuned automatically in line with requirements. This allows for fast response times and reduces costly over- and understaffing. 145 employees in thirteen German stores and three outlets have their workload planned on a demand-driven basis in line with customer footfall. This is digital workforce management at its best.

Source: ATOSS Customer Peter Hahn | ATOSS Annual Report 2020