Leading European Bank

Transforming the quality and efficiency of end-user support

Industry: Banking
Region: Global

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

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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

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  • 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

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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

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  • 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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Why for Financial Services ?

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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.

Our experts

Jean-Pierre Le Treut

Global Financial Services, Cloud and Digital Workplace Solutions Director

Follow or contact Jean-Pierre:
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Christoph Bauriedel

Global Financial Services, Head of Banking Europe

Follow or contact Christoph:
Linkedin | Twitter | Mail

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