Recognizing that its employees needed to work in a smarter, more mobile way, the bank wanted to implement a modern, efficient Digital Workplace.

At the same time, with multiple suppliers, the bank needed to rationalize support services through one strategic partner. The bank chose Atos on the basis of an existing strong long-term relationship between the two organizations, together with Atos’ market-leading digital workplace rankings and credentials. Atos’ has delivered a future-proofed, innovative and connected workplace, enabling the bank to transform the experience of its workforce while optimizing efficiency and boosting productivity.

The challenge

Improve the speed and efficiency of end-user support services
Meet uses’ rising expectations for fast, always-on, convenient online services
Implement a best-in-class toolset, leveraging automation
Boost productivity, for example by increasing activity volumes and the numbers of user requests resolved
Implement a new technology and governance model, including a new standardized organization, toolset and services.

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The solution

Atos’ Digital Workplace is a suite of secure intelligent tools and support services, embedding analytics and automation to optimize efficiency, effectiveness and responsiveness – including:

Atos’ Technology Framework, providing standardized tooling, including market-leading ServiceNow
Transformed processes and vendor consolidation using global best practice
New service dashboards for IT and business managers
Ongoing measurement of user satisfaction and incident resolution.

Business benefit

Transformed support services for over 33,800 users with 49 profiles, 50,000 devices and 22,600 virtual users
More self-help user capabilities, with new channels for users
More automated service requests to accelerate service speed and efficiency
Higher operational efficiency (efficiencies of 25% along the services)
Fewer incidents
Better, faster, easier user experiences
Continuous improvement, with higher transparency, quality and level of reporting.
Improved customer satisfaction

Related resources

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What are the outcomes of Digital workplace?

A high level overview of why financial services organizations need a digital workplace.

Brochure

Brochure – Digital workplace for Financial Services

Improving service underpins how banks engage and maintain the loyalty of their customers. Learn how Atos Digital Workplace provides a suite of collaborative, secure, intelligent work tools and support services to help bank employees enhance customer service cost effectively.