Cireson Apps Improve Usability of SCSM for Woodforest National Bank
公司规模
1,000+
地区
- America
国家
- United States
产品
- Cireson Analyst Portal
- Cireson Auto Close
- System Center Service Manager (SCSM)
技术栈
- Windows-based Infrastructure
- Cireson Apps
- System Center Service Manager (SCSM)
实施规模
- Enterprise-wide Deployment
影响指标
- Customer Satisfaction
- Digital Expertise
- Productivity Improvements
技术
- 功能应用 - 企业资源规划系统 (ERP)
- 功能应用 - 远程监控系统
适用行业
- 金融与保险
适用功能
- 商业运营
- 现场服务
用例
- 远程资产管理
- 远程控制
服务
- 软件设计与工程服务
- 系统集成
关于客户
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.
挑战
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.
解决方案
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.
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