Success stories
Streamlining Technical Operations And Enhancing Service Delivery In A Commercial Bank
Challenge
One of our clients, a Commercial Bank, recognized the need to improve its IT department’s technical support capabilities, specifically for over 250 offices and an equivalent number of ATMs. The existing help desk software lacked centralized case management, incident management, service requests, service catalog, and change management features.
Solution
Workflow expansion post-ServiceNow deployment: 69 to 90 workflows, denoting a 30% growth in process coverage.
New processes integrated in vital domains: assets, configuration management, and mobile services.
Solutions broadened to encompass diverse departments: legal, invoices, and payments.
Yielded process enhancement and automation benefits across extended areas.
Results
Increased Workflows: The Bank experienced a 22% increase in workflows, enabling better process management and automation.
Improved Checkpoint Utilization: The Bank achieved better control and monitoring of its processes, reinforcing configuration adherence and ensuring high-quality standards.
Streamlined Ticketing System: Service requests from external sources entered through the implemented ticketing system saw a growth of 20%, streamlining the management of requests from outside the organization.
Decreased Problems: The implementation of ServiceNow led to a 24% reduction in problems, highlighting improvement in incident management and faster resolutions.
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Parkar Digital is a digital transformation and software engineering company headquartered in Atlanta, USA, and has engineering teams across India, Singapore, Dubai, and Latin America.