Case Study: US Regional Bank achieves operational resilience, faster fraud response, and 3‑hour onboarding with ServiceNow

US Regional Bank Tackles Key Operational Challenges with ServiceNow

US Regional Bank, a long-established regional financial institution in the United States, faced mounting operational challenges across IT and business functions: increasing online fraud and regulatory requirements, strict data-privacy needs, error-prone manual onboarding that took up to a week, and incomplete, time-consuming business continuity data collection.

By deploying ServiceNow IT Service Management and the Now Platform, the bank automated high-volume IT and business processes—automated fraud case routing and tracking with audit trails and SAR alerts, reduced onboarding from a week to about three hours while automating offboarding, and enabled online collection of business continuity data. The result: faster fraud response and higher recoveries, improved data quality, freed IT resources for innovation, and stronger continuity and compliance.