icon_CloudMgmt icon_DollarSign icon_Globe icon_ITAuto icon_ITOps icon_ITSMgmt icon_Mainframe icon_MyIT icon_Ribbon icon_Star icon_User icon_Users icon_VideoPlay icon_Workload icon_caution icon_close s-chevronLeft s-chevronRight s-chevronThinRight s-chevronThinRight s-chevronThinLeft s-chevronThinLeft s-trophy s-chevronDown
BMC
BMC Contact Options

Select the link below that best matches your interest.

For questions about BMC products, solutions, and services, you can also phone the number below:

1‑855‑834‑7487

Large credit union revolutionizes its IT service management
and reduces service calls by 87%

87%

service call reduction

36%

of tickets via self-service

35%

of incidents closed in 1 hour

Video: 1022439_The Sichuan Rural Credit Union

Find out how BMC can help you. Contact a sales rep ›

Business Challenge

With over 40,000 employees serving clients in more than 5,000 branches, Sichuan Rural Credit Union and Cooperative Bank is transforming itself to meet the skyrocketing demand for digital banking. To support digital transformation, the bank’s Information Technology Center (ITC) has built 100+ business systems that facilitate online banking as well as activities for its dispersed branches. Now in Project II of a three-phased initiative, ITC has replaced manual IT service management (ITSM) processes with best practices and tools that are empowering the bank to deliver an exceptional customer experience while reducing costs.

BMC Solution

Monitoring with TrueSight Operations Management was put in place during Project I. In Project II, ITC established a three-level service support system for more than 40,000 employees using Remedy Service Management Suite, BMC Discovery (previously Atrium Discovery and Dependency Mapping) and BMC Atrium CMDB. ITC has also implemented BladeLogic Server Automation to handle server provisioning.

Business Impact

The new support model has lightened the workload for the headquarters service desk and is speeding the handling of incidents, service requests, and changes.

  • Service request efficiency improved dramatically, with 69% of requests responded to within one hour.
  • Fifty percent of incidents are resolved in less than four hours and 35% are closed in one hour.
  • Self service accounts for 36% of ticket submissions, reducing the number of help desk calls.

“Remedy has streamlined, standardized, and automated our ITSM processes and BMC’s philosophy of integrated operation and maintenance provides an excellent foundation for the bank’s future expansion."

— Chen Jie, Vice President and Chief Architect, Sichuan Rural Credit Union and Cooperative Bank

Let's discuss your transformation

Featured Offerings:

TrueSight Operations Management

Analytics-driven performance management to find and resolve availability and performance issues

Learn More | Start a free trial

Remedy Service Management Suite

Innovative enterprise service management platform built natively for mobile with an intuitive, people-centric user experience

Learn More | Start a free trial

Discovery for Multi-Cloud

Automatic discovery of data center and multi-cloud inventory, configuration, and relationship data

Learn More | Start a free trial

BladeLogic Server Automation

Remediate known vulnerabilities, and automate compliance checks

Learn More