Historia de éxito -

ABOUT ACADEMY BANK

THE CHALLENGE

Academy Bank is a member of the Dickinson Financial Corporation, a major banking institution headquartered in Kansas City, Missouri.

Dickinson Financial Company has assets totaling over $5 billion dollars and is a holding company for two banking charters including Academy Bank. Dickinson has approximately 100 branches located throughout the United States.

What started as a project to replace their outdated service management application became a larger digital transformation impacting how the bank manages service and support across the enterprise.

The initial project was to replace the existing service management application. It was outdated with a confusing user interface, no reporting capability, and no access to historical data.

Also, change management, purchasing, workload management, and asset management relied on 100% manual processing. Being paper-based, the process completely lacked the ability to adequately communicate changes to the necessary parties. People needed to be informed via inter-office communications.

After the implementation of the Point of Business (POB) platform, the project continued to evolve. Addressing end-user self-service became an increasing priority. After a period of time, Academy Bank added Luma Virtual Agent to improve self-service and extend availability of support.

“In our previous environment, ‘lost in the shuffle’ was a common condition. Our service desk software was extremely limited; our purchasing, change management and asset management processes were largely paper based.”
— Senior Vice President at Academy Bank

THE SOLUTION

The Senior Vice President was the driving force behind what became a large digital transformation across service and support. From strategy and product selection to implementation and reporting, they challenged Serviceaide to identify areas of opportunity to automate and streamline.

After evaluating a wide range of IT service management solutions, Academy Bank chose POB for its all-inclusive, ITIL-based service management functionality, longevity in the industry, and a knowledgeable staff committed to the success of its business and team.

As the requirements grew, the Serviceaide team was chartered with developing:

• A self-service strategy to meet end-user demand
• A custom integration with Encompass (an industry standard for loan processing)
• Extended capabilities in Purchase Management

The team expanded capabilities with a custom-built access catalog in Academy Bank’s POB environment and plans to further extend by integrating with their Robotic Process Automation tool to automate simple provisioning requests.

They added Luma Virtual Agent to the self-service employee portal. Coupled with Luma Knowledge, this added another layer of relevant and timely automated responses to end-user queries.

A dashboard was built across the broader service management platform to enable tracking of business metrics, productivity, and savings.

THE RESULTS

Serviceaide solutions created a more efficient and productive environment for both IT and end users.

POB serves as an easily customizable low-code platform that enables automation, application integration, and automated workflows.

Key Impact

POB, Luma Virtual Agent, and Luma Knowledge provided a more comprehensive service management solution with insight into IT staff case load and high-priority cases using key performance indicators (KPI).

Key metrics include:

• Support agent cost per hour
• Deflected cases
• Time saving per deflection
• Interrupted user minutes

Purchasing and asset management was transformed with an automated workflow that supports product requests and warehousing transactions. Approvals, audit tracking, and the ability to interface with the service desk ensure accuracy across all teams.

Project and change management improved with enforceable standards that eliminated paper-based processes and manual communication, along with critical reporting for timely insights.

Serviceaide solutions also improved self-service through the addition of a virtual agent that provides users with a conversational interface to easily find information that was previously spread across siloed systems.

Serviceaide’s scalable solution is flexible enough to expand beyond IT processes and now supports loan processes from application stage through approval and funding.

With 24 × 7 support, the bank saw a return in savings over the initial cost of the licenses in just six months.

ABOUT SERVICEAIDE

Serviceaide is a leader in modern service management. Serviceaide’s vision is to transform service management across ITSM, ESM, and Customer Service.

Serving customers around the world, Serviceaide applies breakthroughs in:

• Artificial Intelligence
• Machine Learning
• Natural Language Processing

to deliver better experiences, enhanced self-service, and empower service owners.

Serviceaide transforms service through digital labor, conversations, automation, and knowledge.

Academy Bank continues to explore areas where Serviceaide can support service needs across the enterprise, such as Human Resources and other business functions.

“While we started with addressing a specific area, we were able to extend and transform services and support to directly impact our productivity. We are very pleased to utilize a product that has the highest level of certifications from a trusted organization like Pink Elephant,” says Hogan.

“Serviceaide has given us a broad platform that is flexible, will scale with our business, and allow us to manage all aspects of our IT infrastructure and expand service and support across the enterprise.”
— Senior Vice President at Academy Bank