5 min read
Peoples Bank, a locally-owned and operated community bank in Washington state, serves businesses and families across seven counties through 23 branches. With over $2.6 billion in assets, the bank operates three primary business units: business banking, retail banking, and home lending.
The bank faced challenges modernizing its support structure. Inefficient service desk processes relied heavily on direct emails, resulting in poor request tracking, limited reporting capabilities, and low user satisfaction.
After evaluating more than 20 service desk vendors, Peoples Bank selected InvGate Service Management for its flexibility, ease of use, and customer support. The implementation transformed their service process, unified support across departments, and improved user adoption significantly.
Read on to discover how Peoples Bank optimized its service management operations with InvGate!
Read the full success story
Learn how Peoples Bank streamlined its operations and improved user satisfaction with InvGate Service Management.
Read the full success storyDiscover how Peoples Bank managed to  |
About Peoples Bank
Established in 1921, Peoples Bank is a family-owned financial institution in Washington state. With 23 branches and over $2.6 billion in assets, the bank offers personalized services in business banking, retail banking, and home lending, focusing on building lasting relationships with its customers.
Addressing fragmented support systems
Challenges before InvGate
Peoples Bank’s legacy service desk created multiple obstacles, including:
- Inefficient request routing due to fragmented systems across 23 branches.
- Limited reporting capabilities, making it difficult to track performance or gain insights.
- Low user adoption, with 80% of requests submitted via email instead of the portal.
- Privacy concerns for sensitive data, causing hesitancy from HR and payroll teams.
These inefficiencies hindered productivity and made it challenging to scale the service desk to support the bank’s growing needs.
How InvGate helped
InvGate Service Management provided a unified, scalable platform to streamline Peoples Bank’s support structure. Key improvements included:
- Centralized support: Consolidated 24 departments into a single system, reducing reliance on email.
- Improved portal experience: Simplified navigation encouraged adoption, with portal submissions increasing from 20% to 95% in six months.
- Customizable permissions: Tailored access levels ensured data privacy for HR and payroll teams.
- Enhanced reporting: Managers could generate detailed, actionable reports independently, empowering them to optimize department performance.
Key results of InvGate implementation
By implementing InvGate Service Management, Peoples Bank achieved:
- 75% increase in portal usage: A significant shift from email submissions to portal-based requests.
- 47% improvement in user satisfaction on ticketing: Enhanced user experience and faster resolutions.
- 40.1% improvement in reporting satisfaction: Better access to metrics and insights for managers.
- Unified support structure: Consolidated 24 departments under one platform for seamless operations.
Streamlining operations and fostering adoption
Peoples Bank’s transition to InvGate Service Management revolutionized its daily operations:
- Improved efficiency: Reduced delays by routing tickets seamlessly across departments.
- Empowered teams: Managers now build their own reports, reducing administrative bottlenecks.
- User-friendly experience: The intuitive portal design encouraged widespread adoption among employees.
Next steps
Peoples Bank plans to further leverage InvGate’s capabilities by:
- Expanding workflows to optimize interdepartmental processes.
- Continuing to develop the knowledge base for self-service solutions.
- Enhancing service automation to reduce manual intervention further.
Request a free trial today
Ready to transform your service management like Peoples Bank? Request a 30-day free trial of InvGate Service Management to explore how it can unify your operations and improve user satisfaction.
