CASE STUDY
Banco de Costa Rica (BCR) is a financial conglomerate that promotes Costa Rican socioeconomic development. Through its financing, it supports works that support economic growth, the attraction of foreign investment, sustainable tourism development, job creation and the well-being of Costa Ricans.
Challenges
In 2016, the IT department had a need to improve technical support for more than 250 branches and a number of ATMs. ServiceNow replaced then-available help desk software to centralize case management, incident management, service requests, and service catalogs
Results
With the adoption of ITSM from ServiceNow, BCR increased workflows by 22% and the number of customer requests through ServiceNow handled by the bank increased by 48%. These changes have been put to better use with a checkpoint that has increased by up to 453% between 2019 and 2020, tightening up the build.
Service requests outside the organization that are entered through a ticketing system (one of the workflows that were implemented) have increased by 41% and problems have been reduced by 24%.
Banco de Costa Rica positions a Champion Program to lead workflows
BCR introduced the ‘Programa de Campeones’ (Champions Program) to not only train IT agents but to invest time and effort in the management of other areas and the digital transformation of departments that needed automation.
The creation of workflows had an exponential growth, from 69 to 112, implementing new processes in areas such as assets, CMDB, portal, and mobile services. These solutions were later deployed in departments such as legal and invoices and payments, automating these processes.
Currently, BCR has more than 57 people trained through ‘Programa de Campeones’, and ten new workflows have been created, ranging from inception to process through the platform.
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