Case Study: Thailand Leading Bank achieves faster, more automated IT service delivery with SymphonyAI ITSM

How a Leading Thai Bank Unified IT Services and Cut Resolution Times by 50% with SymphonyAI ITSM

Thailand Leading Bank, one of the largest banks in Thailand, was struggling with a fragmented IT environment as subsidiaries used separate applications and processes. This created silos, limited governance, slowed service delivery, and held back digital transformation. The bank needed a unified ITSM ecosystem, and it selected SymphonyAI IT Service Management to modernize operations.

SymphonyAI implemented a centralized ITSM platform with incident, service request, change, problem, knowledge, and IT asset management, along with automation and flexible workflows. The results included 65% of service requests automated, 50% faster MTTR, and a 60% improvement in CSAT, while also reducing manual work, improving asset visibility and control, and helping the bank accelerate its digital transformation.