My name is Jennifer Schertz and I am the Business Relationship Manager working with INTRUST Bank’s Project Manager, Jessica Henning, since they purchased Remedyforce in March 2018. When I asked Jessica why they selected Remedyforce, she said INTRUST Bank needed to replace their current ticketing system and were undergoing another project in parallel to implement a CRM.
“We had narrowed the ITSM product selection to two finalists, and once Salesforce was chosen for CRM, it created unique opportunities that made Remedyforce a clear winner.”
INTRUST Bank chose a phased implementation and Phase 1 included Incident Management and email incident creation, Self-Service Portal, a small Service Request Catalog with a few approval processes, Mobile application, Response SLAs, Surveys, Broadcasts, basic Knowledge Management, and adoption of the Remedyforce Configuration Management Database (CMDB). In addition to these, INTRUST Bank invested in Salesforce Shield to encrypt their sensitive banking data, automate their security policies and run industry compliance audits. INTRUST Bank officially went live with Remedyforce in mid-November 2018. They currently have 40 agents servicing over 850 client users.
When asked about their initial value realization, Jessica Henning stated, “We needed a fresh start at how we looked at managing internal requests, and Remedyforce gave us the IT specific tools we needed AND the flexibility to expand beyond IT in the future. There is a lot of excitement at INTRUST both around what we’ve achieved and what we have planned for the future.”
INTRUST Bank adopted the mobile application so agents can work on incidents and tasks from any device. Customers can submit their own self-service requests.
Jerry Chandler, INTRUST Bank’s Senior Manager of Product Strategy further explained the value of the mobile app. He said, “In today’s environment it is essential to offer a superior digital experience and the mobile application has provided INTRUST that opportunity. Internal staff can not only monitor and start addressing any new incidents for a quicker resolution, now staff can also reassign or open additional requests to facilitate that enhanced experience.”
Jerry went on to say, “The flexibility and scalability of the services offered in Remedyforce will allow INTRUST to create a better experience for both internal and external customers. This tool has allowed INTRUST to reimagine existing processes and be agile enough to allow for continued modifications to these processes to deliver a better customer service experience. INTRUST has many opportunities to look forward to and expand upon as our experience and knowledge within this tool matures. These opportunities include project management, change management, capturing information for advanced analytics and reporting, creating Knowledge Articles to help our Support Teams and customers alike, and configuring the CMDB to build out the relationships between our products.”
Seeing is believing… Have a look at INTRUST Bank’s Value Timeline:
On the Horizon
Now that INTRUST Bank has Remedyforce up and running, I am meeting regularly with Jerry Chandler and INTRUST Bank’s Remedyforce team. When asked what they look forward to next in Remedyforce, Jerry said they are going to automate approvals and enforce processes through Change Management. They are expanding their CMDB for asset management and have begun the process to auto-populate their CMDB. They are also expanding the bank’s Service Request catalog, including adding support for other departments; and enhancing Knowledge Management to incorporate best practices for review and approval as well as a standard formatting and style guideline to ensure Knowledge Articles are understandable, concise, and consistent.
Remedyforce has undergone two major releases since INTRUST Bank invested in their SaaS solution. Therefore, I encouraged their Admins and Development teams to check out the popular and helpful BMC Helix Remedyforce Community, learn about all the great new features delivered in the Summer ’18 release and join the Winter ’19 Early Access Program (EAP) to get a first-hand look at the enhancements coming in the next release!
It is wonderful to hear such positive comments once a customer is live, and to see the success they have realized with the Remedyforce product. On behalf of the entire Remedyforce team, CONGRATULATIONS!
If you're a Remedyforce customer and have a great success story to share with the Remedyforce community, please don't hesitate to reach out to your Business Relationship Manager.