PeoplesBank operates 16 locations in Western Massachusetts. Its 250 plus employees are tasked with carrying out the motto of the company, “A passion for what is possible.” To make that a reality, PeoplesBank puts a great deal of emphasis on customer service, Internet, telephone and mobile banking services.
“We have a good mix of Internet, mobile and brick and mortar capabilities,” said Joe Zazzaro, CIO and first vice president of information technology at PeoplesBank. “While the trend is to bank online or with mobile technology many of our customers still like to come into our branches.”
The bank’s IT team needed to provide quick, accurate responses to IT support requests in order to keep the bank running smoothly and ensure employees and customers received superior service. It implemented the BMC Track-It! solution from BMC Software (NASDAQ: BMC) to enable more efficient help desk operations and achieve its goals.
PeoplesBank selected BMC because it delivered faster problem resolution, comprehensive inventory tracking and the level of technical support required for optimal help desk performance.Zazzaro added, “BMC Track-It! enables us to issue resolution much faster and saves the time of not only the support technician, but also the end-user. Nothing falls through the cracks and we are able to build a solutions database that gives us a reference for the future.” The BMC Track-It! solution proved so positive that it was introduced to the call center and operations divisions of the bank, to help them with support requests. BMC’s solution provides extensive reporting on what the real issues are by trend so the bank can take a proactive approach to resolving any problems. The Challenge PeoplesBank needed a help desk solution with enhanced functionality to increase IT support capabilities and achieve optimal efficiency. The Solution The company implemented the BMC Track-It! solution to improve help desk performance, leading to better and faster customer service.