CUSTOMER SUCCESS: PeoplesBank Invests in BMC Software to Improve IT Customer Service

  CUSTOMER SUCCESS: PeoplesBank Invests in BMC Software to Improve IT Customer

     BMC Track-It! speeds problem resolution while improving operational

Business Wire

BOSTON -- December 19, 2012

PeoplesBank operates 16 locations in Western Massachusetts. Its 250 plus
employees are tasked with carrying out the motto of the company, “A passion
for what is possible.” To make that a reality, PeoplesBank puts a great deal
of emphasis on customer service, Internet, telephone and mobile banking

“We have a good mix of Internet, mobile and brick and mortar capabilities,”
said Joe Zazzaro, CIO and first vice president of information technology at
PeoplesBank. “While the trend is to bank online or with mobile technology many
of our customers still like to come into our branches.”

The bank’s IT team needed to provide quick, accurate responses to IT support
requests in order to keep the bank running smoothly and ensure employees and
customers received superior service. It implemented the BMC Track-It! solution
from BMC Software (NASDAQ:BMC) to enable more efficient help desk operations
and achieve its goals.

PeoplesBank selected BMC because it delivered faster problem resolution,
comprehensive inventory tracking and the level of technical support required
for optimal help desk performance.

Zazzaro added, “BMC Track-It! enables us to issue resolution much faster and
saves the time of not only the support technician, but also the end-user.
Nothing falls through the cracks and we are able to build a solutions database
that gives us a reference for the future.”

The BMC Track-It! solution proved so positive that it was introduced to the
call center and operations divisions of the bank, to help them with support
requests. BMC’s solution provides extensive reporting on what the real issues
are by trend so the bank can take a proactive approach to resolving any

The Challenge

PeoplesBank needed a help desk solution with enhanced functionality to
increase IT support capabilities and achieve optimal efficiency.

The Solution

The company implemented the BMC Track-It! solution to improve help desk
performance, leading to better and faster customer service.


PeoplesBank was able to quickly and easily deploy BMC Track-It! with a
three-phased approach that took less than six weeks to complete. The bank
experienced a number of benefits, including:

  *Faster, more reliable responses to users through improved access to
    relevant information
  *Improved hardware and software inventory tracking for better management of
    IT spending
  *Increased end-user and executive management satisfaction

For more information on the PeoplesBank implementation and the BMC Track-It!
solution, please:

  *Read the full PeoplesBank case study
  *Access the BMC Track-It! Customer Community
  *Visit the On the Mark blog
  *Follow @BMCSoftware and @BMC_TrackIt on Twitter
  *Become a fan of BMC on Facebook

Business runs on IT. IT runs on BMC Software.

Business runs better when IT runs at its best. Tens of thousands of IT
organizations around the world -- from small and mid-market businesses to the
Global 100 — rely on BMC Software (NASDAQ: BMC) to manage their business
services and applications across distributed, mainframe, virtual and cloud
environments. BMC helps customers cut costs, reduce risk and achieve business
objectives with the broadest choice of IT management solutions, including
industry-leading Business Service Management and Cloud Management offerings.
For the four fiscal quarters ended September 30, 2012, BMC revenue was
approximately $2.2 billion.

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registration in the U.S. or in other countries. All other trademarks or
registered trademarks are the property of their respective owners. © Copyright
2012 BMC Software, Inc.


BMC Software
Scott Pace, +1 813 514 3815
Ogilvy PR Worldwide
Lisette Paras, +1 415 677 2771
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