Case Study: a leading banking corporation achieves faster IT service management with AgreeYa Solutions and ServiceNow

Leading Banking Corporation Offering Company - Customer Case Study

A major banking corporation, one of America's Best Banks, was facing operational challenges due to an inefficient ServiceNow IT service management system. Its employees were not receiving prompt support from the IT helpdesk, as the generic application lacked the necessary customizations and could not manage ticket backlogs, ultimately affecting banking operations. The bank engaged AgreeYa Solutions to optimize, customize, and modernize its cloud platform.

AgreeYa modernized the bank's ServiceNow portal by integrating it with Okta and implementing new features to streamline ticket management and enhance the user experience. The solution included providing ongoing support and administration for the application. The results were significant, including a 35% elimination of manual tasks, a 60% improvement in closing backlog tickets, and 78% of employees reporting the revamped app was a "joy to use." AgreeYa's work also led to subsequent projects for custom application and mobile app development for the client.