CUSTOMER SUCCESS: PeoplesBank Invests In BMC Software To Improve IT Customer Service
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.Select the service that is right for you!
COMPARE ALL SERVICESAction Alerts PLUS
TRY IT FREEJim Cramer and Stephanie Link actively manage a real portfolio and reveal their money management tactics while giving advanced notice before every trade.
Product Features:
- $2.5+ million portfolio
- Large-cap and dividend focus
- Intraday trade alerts from Cramer
- Weekly roundups
TheStreet Quant Ratings
TRY IT FREENew! $49.95/yr
Access the tool that DOMINATES the Russell 2000 and the S&P 500.
Product Features:
- Buy, hold, or sell recommendations for over 4,300 stocks
- Unlimited research reports on your favorite stocks
- A custom stock screener
- Upgrade/downgrade alerts
Stocks Under $10
TRY IT FREEDavid Peltier, uncovers low dollar stocks with extraordinary upside potential that are flying under Wall Street's radar.
Product Features:
- Model portfolio
- Stocks trading below $10
- Intraday trade alerts
- Weekly roundups
Dividend Stock Advisor
TRY IT FREEJim Cramer's protege, David Peltier, identifies the best of breed dividend stocks that will pay a reliable AND significant income stream.
Product Features:
- Diversified model portfolio of dividend stocks
- Alerts when market news affect the portfolio
- Bi-weekly updates with exact steps to take - BUY, HOLD, SELL
Real Money Pro
TRY IT FREEAll of Real Money, plus 15 more of Wall Street's sharpest minds delivering actionable trading ideas, a comprehensive look at the market, and fundamental and technical analysis.
Product Features:
- Real Money + Doug Kass + 15 more Wall Street Pros
- Intraday commentary & news
- Ultra-actionable trading ideas
Options Profits
TRY IT FREEOur options trading pros provide daily market commentary and over 100 monthly option trading ideas and strategies to help you become a well-seasoned trader.
Product Features:
- 100+ monthly options trading ideas
- Actionable options commentary & news
- Real-time trading community
- Options TV
