Sichuan Rural Credit Union and Cooperative Bank Turns to BMC to Enable Digital Transformation
Southwest China's largest bank meets demand to deliver digital banking services by
first revolutionizing its own IT service management
HOUSTON – March 30, 2016 – BMC, the global leader in IT solutions for the digital enterprise, today announced that its solutions are enabling the digital transformation of Sichuan Rural Credit Union and Cooperative Bank (SRCU) as it meets the rising demand for digital banking. Now in Project II of a three-phased initiative to ensure high reliability of core business systems, SRCU has replaced manual IT service management (ITSM) processes with best practices and sophisticated tools from BMC that are empowering the bank to deliver an exceptional customer experience while reducing costs.
BMC's TrueSight Operations Management product was first put in place to effectively monitor and manage SRCU's IT infrastructure. A three-level service support system for more than 40,000 employees has also been deployed, including BMC's Remedy Service Management Suite, BMC Discovery, and BMC Atrium Configuration Management Database (CMDB). SRCU has also implemented BMC's BladeLogic Server Automation software to handle server provisioning, rounding out a comprehensive support model that has decreased the load on SRCU's help desk while simultaneously increasing user satisfaction with faster resolution of incidents, service requests and changes.
"BMC's philosophy of integrated operation and maintenance provides an excellent foundation for the bank's future expansion," said Chen Jie, ITC vice president and chief architect at Sichuan Rural Credit Union and Cooperative Bank. "BMC Remedy has specifically streamlined, standardized and automated our ITSM processes, and the complete BMC solution has greatly contributed to the success of the core business system at SRCU."
Over the past 65 years SRCU has evolved from "grassroots finance" to become the largest regional bank in Western China. In 2014, SRCU's Information Technology Center (ITC) completed a decade-long transformation of its core business systems while adding more than 100 business systems to support the rapid growth of online banking and an increasingly dispersed organization. As a result, the organization is now streamlined to more effectively deliver digital business services to its customers across a greater area of Western China.
At the core of the company's digital transformation, BMC solutions have specifically delivered agility and efficiency, including:
- A dramatic improvement in the handling of service requests, with 69 percent of requests responded to within one hour.
- The resolution of 35 percent of incidents being closed within one hour and 50 percent in less than four hours.
- A reduction in the number of help desk calls by 87 percent overall due to self-service, which now accounts for 36 percent of ticket submissions.
"Financial services and banking institutions are leading the innovation path when it comes to digital transformation, and often it is regional banks that are leading the charge rather than big international institutions," said Paul Appleby, executive vice president of global sales and marketing at BMC. "SRCU's history as a grassroots bank has enabled it to be flexible and agile as it leverages its infrastructure to become a competitive weapon in order to deliver new frontiers of value to both the business and its customers."
For more information about how Sichuan Rural Credit Union and Cooperative Bank is using BMC to enable its digital banking initiatives visit http://documents.bmc.com/products/documents/64/62/476462/476462.pdf.
BMC is a global leader in software solutions that help IT transform traditional businesses into digital enterprises for the ultimate competitive advantage. Our Digital Enterprise Management set of IT solutions is designed to make digital business fast, seamless, and optimized. From mainframe to mobile to cloud and beyond, we pair high-speed digital innovation with robust IT industrialization-allowing our customers to provide intuitive user experiences with optimized performance, cost, compliance, and productivity. BMC solutions serve more than 10,000 customers worldwide including 82 percent of the Fortune 500.
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