La Caixa Automates IT Service Management to Enable Business Agility
Customer Company Size
Large Corporate
Region
- Europe
Country
- Spain
Product
- Ultimus
- Ultimus OrgChart User Management
Tech Stack
- BPM (Business Process Management)
- IT Service Management
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Productivity Improvements
- Cost Savings
- Customer Satisfaction
- Digital Expertise
Technology Category
- Functional Applications - Enterprise Resource Planning Systems (ERP)
- Application Infrastructure & Middleware - Data Exchange & Integration
- Application Infrastructure & Middleware - Data Visualization
Applicable Industries
- Retail
- Finance & Insurance
Applicable Functions
- Business Operation
- Facility Management
Use Cases
- Process Control & Optimization
- Remote Asset Management
- Digital Thread
- Regulatory Compliance Monitoring
Services
- System Integration
- Software Design & Engineering Services
- Training
About The Customer
La Caixa, through CaixaBank, is the leading bank in Spain by assets, deposits, and loans. More than 36,000 employees in 6,800 branches provide banking and insurance services to 14 million clients. The company has a strong commitment to growth across all segments domestically as well as internationally. Innovative technologies support this strategy by empowering employees to consistently deliver high-quality service and comprehensive offerings across multiple channels.
The Challenge
Financial service organizations face significant challenges in adapting to changing customer requirements, legal regulations, and market forces. Processes and people are constantly realigned, requiring IT Service Management to keep up with access rights, software and equipment provisioning, applications, and infrastructure. Rigid technology makes every change difficult, time-consuming, and costly, and makes tracking, approving, and documenting them impossible. IT organizations thereby fail to support agile businesses and overspend on human and financial resources. When Caixabank found itself in a similar situation, the IT Services group decided to set up a new structure and technology that would provide the flexibility to make changes fast and easy, handle approvals and tracking automatically, and streamline operations to deliver services within budget.
The Solution
In search of a solution, Caixabank turned to Getronics for advice, an IT Service and Consulting division of Dutch IT & Telecommunications firm KPN. After several meetings, Caixabank was convinced that they needed a process-based IT Service Management solution based on Ultimus. Process solutions coordinate people and systems according to rules while ensuring visibility and accountability for all tasks. With Ultimus, solutions inherit the ease of use, the flexibility, and the people management functionality from the process platform to achieve true agility for their operations. Caixabank set up a BPM team that also involved external resources to quickly start their initiative and skip the significant learning curve of process-related projects. The process team analyzed the situation and selected the areas that had the greatest opportunity for improvement. Once the first process was implemented, the results were measured to prove the success and ability of the new IT Service Management solution. Their success triggered many more process implementations in the area of Identity and Access Management, Software and Device Provisioning, Infrastructure Access, and IT Asset Management.
Operational Impact
Quantitative Benefit
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