Cireson Apps Improve Usability of SCSM for Woodforest National Bank
Company Size
1,000+
Region
- America
Country
- United States
Product
- Cireson Analyst Portal
- Cireson Auto Close
- System Center Service Manager (SCSM)
Tech Stack
- Windows-based Infrastructure
- Cireson Apps
- System Center Service Manager (SCSM)
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
Technology Category
- Functional Applications - Enterprise Resource Planning Systems (ERP)
- Functional Applications - Remote Monitoring & Control Systems
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
- Field Services
Use Cases
- Remote Asset Management
- Remote Control
Services
- Software Design & Engineering Services
- System Integration
About The Customer
Founded in 1980, Woodforest National Bank is a privately held bank headquartered in The Woodlands, Texas. The bank offers a range of services including checking and savings accounts, loans, and credit cards for both individuals and businesses. Employing between 100 and 150 IT professionals, the bank supports approximately 5,000 users across 760 locations and manages over 10,000 devices. The bank's IT infrastructure is predominantly Windows-based, accounting for about 99% of their systems. Woodforest National Bank aims to provide efficient and reliable banking services, leveraging advanced IT solutions to enhance their operational capabilities.
The Challenge
For a number of years, Woodforest National Bank used an older version of FrontRange ITSM to support their users. However, the product was not satisfactory as it did not work with new apps and lacked usability and functionality. The bank decided to deploy System Center Service Manager (SCSM) as their new help desk solution, but the initial deployment in 2013 was tedious and did not meet their expectations. The re-deployment process revealed that SCSM lacked usability and was slow. The bank needed a faster, more responsive solution with the same functionality across all platforms, mobile access for technicians, automated ticket processing, and easy customization features. They eventually chose Cireson apps to enhance the SCSM experience for their technicians and analysts.
The Solution
The bank's IT department deployed Cireson apps at the beginning of 2016. The setup was straightforward, involving the deployment of basic functions and a few customizations. The transition was smooth, with the IT team publishing resources to familiarize workers with the new apps. The Cireson Analyst Portal and Auto Close apps quickly became favorites among the IT team. The apps were designed to have the same look and feel as Service Manager, making them easy to use from the start. The improved speed and efficiency were immediately noticeable, reducing the strain on the help desk and allowing technicians to process tickets more quickly and efficiently. Mobile access was another crucial feature, enabling help desk workers to support users from any location and on any platform, including phones. This was particularly important for the bank's two teams of help desk workers, half of whom provide remote software assistance while the other half deal with hardware issues in the field. The Cireson apps significantly improved the usability and functionality of Service Manager, meeting the bank's needs for a more responsive and efficient help desk solution.
Operational Impact
Quantitative Benefit
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