Case Study: Capitec Bank achieves faster, more reliable IT service management with Ivanti Neurons for ITSM

Capitec Bank cuts incident request opening time from 20 to 6 seconds with Ivanti

Capitec Bank, a rapidly growing South African retail bank, faced the challenge of supporting its high-volume operations with an aging, desktop-based service management application that was reaching end of life. They needed a cloud-based platform to ensure high availability, simplify agent interactions, and improve service delivery for their 1,200 agents processing over 31,000 tickets daily. They partnered with vendor Ivanti and implemented its IT Service Manager solution to meet these requirements.

By deploying Ivanti's cloud-optimized ITSM platform, the bank achieved significant results. The solution provided high availability through load balancing, which prevented a total system failure during an outage. Agent productivity saw phenomenal gains, with the time to open a new incident request reduced from 20 seconds to just 6 seconds. Internally, the IT team reported a 65% reduction in time spent on platform enhancements and a 60% reduction in data import times. Ivanti enabled Capitec to increase customer satisfaction through better agent follow-up and dramatically reduce both administrative complexities and system downtime.

Capitec Bank