- Teams rely on Cherwell for ticketing and tasks
- Organizations represented on dashboards
- Tickets logged in two years
Wholesale bank moves from manual to automated processes, improving customer service and business transparency
AgriBank’s 55-member IT service delivery team serves 17 Farm Credit Associations across 15 states. The bank’s IT team found itself struggling to connect with and serve those Farm Credit Associations and internal AgriBank departments due to an inflexible ticketing tool that caused inconsistency in service delivery. Furthermore, they did not have a self-service portal, and nearly all teams who interacted with customers relied on email.
Along with HR, finance, and other non-IT departments, AgriBank’s IT team created a vision for a brighter future. They identified everything their ideal tool would do, including tracking of customer interactions and reporting. They narrowed their search to two solutions, and installed and tested both for a month. An auditor reviewed the results, and AgriBank selected Cherwell® Service Management to serve as the company’s service management platform.
"Now our executive team has the ability, at the click of a button, to go into Cherwell and see the status of all of the strategic projects that we have going on across the Bank." - Tim Short - Service Delivery Manager, Information Services for the AgriBank IT Group
Nearly 30 groups who interact with bank customers—including the treasury call center, project management, risk management, and the accounting department now rely on Cherwell for task and workflow automation, and departments across the organization continue to reach out to the service delivery team for help improving their own processes. The end result is a single source of information that improves transparency and customer service across the organization.
- Quantifiable workload metrics to justify additional resource requests
- Simplified project management to ensure compliance with new capital regulations
- Significant progress in information accessibility, leading to productivity improvements
You might also be interested in
Case Study 2 min
Boral needed a service desk that was simple to configure yet able to meet the needs of both the business end users and IT staff without requiring significant programming expertise and associated investments.
Banco Da Amazonia
Banco da Amazonia realized they needed an IT service management solution strapped with robust automation and customizable features to support their improved operations.
Case Study 5 min
Atlantic Health Systems
Multiple critical applications did not integrate well with their IT service management tool, and configuration difficulties left the AHS team time fighting fires related to the tool instead of fulfilling its service delivery initiatives. IT was unable to optimize its own processes, much less be proactive in creating the solutions they aspired to provide.