Case Study: Largest Commercial Bank reduces TCO and boosts end-user satisfaction with Pomeroy

Largest Commercial Bank - Customer Case Study

Largest Commercial Bank — a top‑25 U.S. commercial bank with over 675 branches and a global footprint — engaged Pomeroy to transform its end‑user support after an acquisition. The bank’s goal was to reduce Total Cost of Ownership and reallocate IT staff from routine desktop and application support to strategic R&D, so Pomeroy was asked to apply its Continual Service Improvement (CSI) expertise to re‑engineer deskside support, print management and ATM support.

Pomeroy implemented a Shift‑Left model and centralized services (service desk/L1.5 remote support, depot procurement, print pay‑per‑use and ATM remote resolution), delivering measurable results: $2.1M/year saved in print management, $250K+ eliminated in telecom support, $100K/year reduced ATM costs, 40% lower cost/contact for 350 password resets/month, 15% faster software updates, 75% shorter desktop procurement cycle, 40% lower PC support costs and a 31% increase in end‑user satisfaction; 35% of tickets are now resolved remotely. Pomeroy’s CSI approach produced clear TCO reductions and a platform for ongoing process and cost improvement.