Case Study: PSBank achieves 40X more ATM reports and 50% faster issue resolution with Workplace from Meta

Improve ATM services by surfacing gaps more efficiently

PSBank (Philippine Savings Bank) needed to identify and resolve ATM issues more quickly to improve customer satisfaction and machine availability. To modernize its field reporting, the bank adopted the Workplace from Meta platform to replace its SMS-based E‑Patrol reporting process.

Using a dedicated “E‑Patrol” group on Workplace from Meta with pinned reporting instructions and real‑time photos, PSBank standardized and centralized ATM issue reporting. The switch to Workplace from Meta boosted reports 40×, shortened resolution time by over 50%, amplified employee voice and management visibility, and helped the technical team optimize time and case‑load analysis.

PSBank