Case Study: Finnova achieves greater transparency and reduced support effort with OpenText

Micro Focus supports drive for innovation and increased transparency through a secure information flow

Finnova, a leading Swiss banking software provider used by around 100 banks, faced growing margin pressure, regulatory demands and increasing IT complexity that exposed limits in its home-grown support ticketing system. The company needed standards-based, transparent support processes with better reporting, integration and customer visibility, so it conducted a market evaluation to find a replacement.

After a workshop, Finnova implemented Micro Focus SBM and SSM in a phased rollout, training more than 1,100 users and migrating about 36,000 tickets. The new platform added advanced prioritization, ticket grouping and subscription-based notifications, delivered dynamic reporting and ITIL-certified processes, and reduced support effort from 1.5 FTE to 0.25 FTE—providing a stable, intuitive single source of truth and freeing resources to develop new features.

Finnova

Marc Remmlinger

Manager Customer Support