Case studies
How Core Financial Systems Removed Manual Work After Replacing BMC TrackIt! With InvGate
Core Financial Systems has spent more than 25 years supporting organizations in the financial sector with Infor SunSystems® and tailored development work. Over time, however, the tools supporting its own service operations started to lag behind client expectations.
Manual reporting, limited visibility, and an aging on-premise ticketing system made it harder to keep pace — especially when a strategic customer asked for live access to performance data.
The team needed better visibility into support performance and development requests, which eventually led them to replace their existing ticketing system with InvGate Service Management.
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Reporting and traceability gaps that added daily friction
For years, Core Financial Systems relied on BMC TrackIt!, an on-premise system that had gradually fallen out of step with how the team worked. There was no customer portal, no practical SLA tracking, and no native way to analyze development requests.
Simple tasks took longer than they should have. Evidence handling was cumbersome, searching ticket history was slow, and reporting depended heavily on Excel.
Every month, someone on the team used to spend almost an entire day gathering data and manually fixing spreadsheets to prepare reports for customers. Even after all that effort, the data was still unreliable, and SLAs couldn’t be tracked with confidence.
Email handling created another source of friction. If a customer copied a consultant on an email, or if an automated reply came from the customer’s system, its former vendor would often create a duplicate ticket. Thus, the queue filled up with unnecessary cases, and agents had to spend time closing them manually.
Once a key customer asked for a portal with live performance visibility, it was clear the existing setup couldn’t support what clients were asking for.
A practical move to cloud-based Service Management
After a recommendation from a peer, Core Financial Systems selected InvGate Service Management. The goal wasn’t to redesign everything from scratch, but to move to the cloud quickly and keep familiar processes in place.
The project kicked off in January and went live by early April. With just eight hours of InvGate consultancy and a small internal team, the company successfully set up a full Service Management environment, complete with dashboards, service catalog, and defined user roles.
Operational improvements followed quickly. Agents could paste screenshots and notes directly into tickets, and custom fields made it easy to track development-related work — such as whether an issue is a bug, a training need, or already resolved — without relying on separate spreadsheets.
From Excel reports to live dashboards
The most visible change came in how Core Financial Systems shared performance data with customers. Instead of exporting data and rebuilding reports every month, dashboards now provide real-time visibility into SLAs and KPIs.
Auditors and customers can review performance on demand, while internal teams use the same data to monitor workloads and response times. Reporting moved from a manual task to something that’s always available.
Preparing service operations for future growth
With Service Management processes now organized and visible, Core Financial Systems is looking ahead. The team is exploring how InvGate’s workflow engine and AI capabilities can automate more repetitive tasks, further reduce resolution times, and support growth as the client base expands.
After replacing manual work with real-time visibility, the focus has shifted to refining operations and getting even more value from automation.
If manual reports and limited visibility sound familiar, there’s a better way. Start a 30-day free trial of InvGate Service Management!
