Case Study: Peoples Bank unifies 24 departments and boosts portal adoption with InvGate Service Management

Peoples Bank boosts portal usage 75% with InvGate

Peoples Bank, a locally-owned community bank in Washington state, faced challenges with its fragmented support structure. Its inefficient service desk processes relied heavily on direct emails, which resulted in poor request tracking, limited reporting capabilities, and low user satisfaction. The bank selected InvGate Service Management to modernize its operations.

By implementing InvGate Service Management, Peoples Bank consolidated support for 24 different departments into a single, unified platform. This solution led to a 75% increase in portal usage, a 47% improvement in user satisfaction on ticketing, and a 40.1% improvement in reporting satisfaction. InvGate provided a scalable system that streamlined operations and significantly improved user adoption.

Peoples Bank