Case Study: Sichuan Rural Credit Union achieves 87% service call reduction with BMC Software

Southwest China’s largest bank, Sichuan Rural Credit Union, revolutionizes IT service management and reduces service calls by 87%

Sichuan Rural Credit Union, Southwest China’s largest bank with more than 40,000 employees and 5,000+ branches, was modernizing to meet surging digital banking demand. To ensure high reliability across 100+ business systems and deliver effective IT support, the bank needed to replace manual IT service management processes and build a scalable support model for its dispersed operations.

Using BMC Remedy IT Service Management Suite alongside BMC Atrium Discovery & CMDB, BMC TrueSight Operations Management, and BMC BladeLogic Server Automation, the IT center implemented a three-level service support system and automated server provisioning. The result: an 87% reduction in service calls, 36% of tickets submitted via self-service, 69% of requests responded to within one hour, 50% of incidents resolved in under four hours and 35% closed within one hour—significantly lightening the headquarters help desk and speeding incident handling.

Sichuan Rural Credit Union

Chen Jie

Vice President and Chief Architect