Case Study: AgriBank achieves automated workflows, improved customer service and business transparency with Cherwell Software

Wholesale bank moves from manual to automated processes, improving customer service and business transparency

AgriBank, a wholesale bank whose 55-member IT service delivery team supports 17 Farm Credit Associations across 15 states, faced inconsistent service delivery from an inflexible ticketing tool, no self-service portal, and heavy reliance on email. The IT team and partners across HR, finance, and other departments defined requirements, piloted two solutions, and selected Cherwell Service Management to improve tracking, reporting, and customer interactions.

Implementing Cherwell automated tasks and workflows for nearly 30 customer-facing groups (including treasury, project management, risk, and accounting), created a single source of truth and executive visibility into project status. The platform now supports 21 organizations on dashboards, logged 82,000 tickets in two years, and delivered measurable benefits: clearer workload metrics to justify resources, simplified project management for regulatory compliance, and faster access to information that boosts productivity and customer service.

AgriBank

Tim Short

Service Delivery Manager