Contact Center Solutions Industry News

TMCNet:  PeoplesBank implements BMC Track-It! solution

[December 28, 2012]

PeoplesBank implements BMC Track-It! solution

Dec 27, 2012 (Datamonitor via COMTEX) -- BMC Software, Inc., a provider of system and service management solutions, has announced that PeoplesBank has implemented the BMC Track-It! solution to enable efficient help desk operations and achieve its goals.

PeoplesBank's IT team needed to provide quick responses to IT support requests in order to keep the bank running smoothly and ensure employees and customers received superior service. The bank selected BMC because it delivered problem resolution, inventory tracking and the level of technical support required for optimal help desk performance, BMC Software said.

The BMC Track-It! solution 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 company added.

PeoplesBank was able to deploy BMC Track-It! with a three-phased approach that took less than six weeks to complete. The bank reportedly experienced a number of benefits, including faster responses to users through improved access to relevant information; improved hardware and software inventory tracking for better management of IT spending; and increased end-user and executive management satisfaction.

"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." 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." http://www.datamonitor.com Republication or redistribution, including by framing or similar means, is expressly prohibited without prior written consent. Datamonitor shall not be liable for errors or delays in the content, or for any actions taken in reliance thereon

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