SYS-CON MEDIA Authors: Xenia von Wedel, Peter Silva, Glenn Rossman, Ava Smith, Elizabeth White

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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.

Benefits

PeoplesBank was able to quickly and easily deploy BMC Track-It! with a three-phased approach that took less than six weeks to complete. The bank experienced a number of benefits, including:

  • Faster, more reliable responses to users through improved access to relevant information
  • Improved hardware and software inventory tracking for better management of IT spending
  • Increased end-user and executive management satisfaction

For more information on the PeoplesBank implementation and the BMC Track-It! solution, please:

Business runs on IT. IT runs on BMC Software.

Business runs better when IT runs at its best. Tens of thousands of IT organizations around the world -- from small and mid-market businesses to the Global 100 — rely on BMC Software (NASDAQ: BMC) to manage their business services and applications across distributed, mainframe, virtual and cloud environments. BMC helps customers cut costs, reduce risk and achieve business objectives with the broadest choice of IT management solutions, including industry-leading Business Service Management and Cloud Management offerings. For the four fiscal quarters ended September 30, 2012, BMC revenue was approximately $2.2 billion. www.bmc.com

BMC, BMC Software, and the BMC Software logo are the exclusive properties of BMC Software Inc., are registered with the U.S. Patent and Trademark Office, and may be registered or pending registration in other countries. All other BMC trademarks, service marks, and logos may be registered or pending registration in the U.S. or in other countries. All other trademarks or registered trademarks are the property of their respective owners. © Copyright 2012 BMC Software, Inc.

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