Case Study: Peoples Bank achieves 75% increase in portal reporting and major user satisfaction gains with InvGate Service Desk

How Peoples Bank Aligned 24 Different Departments Using InvGate Service Desk

Peoples Bank, a regional bank with 23 branches and 24 departments, was struggling with low user adoption, fragmented instances across branches, slow routing and updates, and unusable reporting from their legacy tool. To address the need for a multi-tenant, single-instance platform with department-specific permissions, Peoples Bank selected InvGate and implemented InvGate Service Desk.

InvGate consolidated the bank onto one support portal, delivering a single “place to go” for help and configurable reporting for managers. The InvGate Service Desk rollout drove a 75% increase in portal incident reporting, a 47% improvement in user satisfaction on ticketing, and a 40.1% improvement in user satisfaction on reporting, improving visibility, efficiency, and the overall employee experience.

Peoples Bank

Megan Engels

IT Service Desk Manager