With a no-code platform, IT can create customized catalogs of service and better track the types of problems and service requests that come in across the organization. Using this data, Kish Bancorp can offer expanded self-service and grow its knowledge base.
With more visibility in service requests and projects, the financial services organization has been able to improve internal processes, like loan origination, and automate tasks so service is exponentially faster for customers and other end-users.
Having tickets and projects in a single system allows leaders to see where teams are spending time and what issues take up the most resources. By taking advantage of resource capacity planning, there’s better balance and improved productivity.
Industry: Financial Services
Previous System: SolarWinds
Ensuring a great customer experience is important in any industry. In banking, where compliance with regulatory issues comes into play, it’s mission critical. If customers can’t access their money because an IT system isn’t functioning properly, it can be extremely costly to the business.
The TeamDynamix IT and enterprise service management platform is helping Kish Bancorp, a financial services firm headquartered in Pennsylvania, deliver exceptional service and improve its customers’ IT experience.
IT managers are using the data they glean from TeamDynamix to improve their internal processes, such as loan origination. Eventually, they will further evolve with advanced automation to handle some of their high-frequency tasks.
“Tracking data around service requests has given us knowledge on where our customers need assistance the most,” says Joel Book, assistant vice president and enterprise IT manager. “With the reporting we now have available, we can begin to see the areas where we have repetitive calls and service requests. In turn, that gives us the opportunity to prioritize what we automate or where we create knowledge articles for self-service.”
Having this information helps the IT department in many ways. Managers can plan their needs, utilize staff and allocate resources more effectively. IT staff can also perform root cause analysis: If customers or employees are having repeated problems with a particular system, support staff can look for an underlying issue to solve and/or replace the system with something that works more effectively.
Kish Bancorp supports its employees with an IT staff organized into six teams: enterprise IT, data and analytics, information security, business analysis, a help desk and a project management office.
Previously, the company used another ticketing system to manage IT services, but only the help desk and enterprise IT teams used it. The system wasn’t intuitive to use, and it lacked a formal service catalog for differentiating between various types of service requests—making it very difficult to generate reports with actionable information. In addition, the team did not have a single source of truth for where IT employees spent their valuable time. Today, with ITSM/ESM and Project Portfolio Management (PPM) in one place, they can visualize all work across the team.
“TeamDynamix helps us with capacity planning and resource allocation,” says Stevi Glick, vice president of business analysis, who also leads the company’s project management office. “It has put us in a position to start planning work proactively, versus the reactive approach we had taken before.”
“We needed data around what our teams were doing and what our productivity levels were,” Glick says. “We had no data before on how many requests were coming in, what each person’s workload was and what service delivery looked like. We lacked a way to capture knowledge on the work being done in these areas.”
In choosing a new service management platform, Glick and her colleagues wanted a highly flexible solution that allowed them to evolve and adapt to change while improving oversight.
TeamDynamix has proven to be the perfect investment. Kish Bancorp has used this versatile, no-code platform to create a service portal powered by a customized service catalog that defines the types of services its IT staff provides.
Employees can request a specific type of service through a service portal, and their request is routed automatically to the appropriate team for a response. What’s more, IT managers now have insight into the types of tasks their staff members are completing and how often.
Using this easy-to-configure platform to create a customized catalog of services has enabled the company’s IT staff to track which types of problems and service requests they spend the most time on, so they can focus their resources more effectively. TeamDynamix is also helping Kish Bancorp move towards more of an employee self-service model, reducing the burden on IT staff and allowing them to be more strategic in their work.
Kish Bancorp’s IT department is now expanding the knowledge base of articles within TeamDynamix. Knowing which types of service requests crop up most frequently helps them understand where they should prioritize their efforts. As they continue to grow the knowledge base, they can shift toward more employee self-service.
“Tracking data around service requests has given us knowledge on where our customers need assistance the most. With the reporting we now have available, we can begin to see the areas where we have repetitive calls and service requests. In turn, that gives us the opportunity to prioritize what we automate or where we create knowledge articles for self-service.”
Having a single, unified platform for managing IT services, projects, assets and changes is also a key benefit for the organization. Although Kish Bancorp’s project management office is using TeamDynamix, team members are currently using the ticketing application to manage projects. Soon, they plan to take full advantage of its project portfolio management capabilities as well.
“It’s important to have all of this information together in one tool,” Book says. “You want to manage organizational change in a way where you’re seeing all the customer requests, whether they’re project-level requests or small requests. If you split those out among different tools, you lose the ability to see how these workloads are affecting the team as a whole.”
The transparency into service requests and workloads that TeamDynamix provides is enabling Kish Bancorp IT staff to work smarter and more strategically, which has led to better service for employees and customers alike. Although a full comparison isn’t possible, because team members lacked the data on how long it took to fulfill service requests before, IT staff are turning around service requests more rapidly and are able to be more proactive in their work, Book says.
“It’s helping us respond appropriately and serve the needs of our customers,” Book concludes.
