Banking Software Firm Cuts Maintenance by Replacing Its Ticketing System With SBM

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Finnova left behind its outdated ticketing system—developed in-house over 15 years ago—in favor of Solutions Business Manager. SBM's customizable workflows and flexible requirements management reduced maintenance workload and simplified reporting.

“Micro Focus provided great support during the project and the roll-out was smooth as a result. The knowledge transfer to our own support engineers was fantastic and enabled them to start creating quite complex features within the tool, taking full ownership of the development.”

Finnova, a banking software company, developed a ticketing tool in-house over 15 years ago. While the system managed customer inquiries, issues, and change requests, it proved to be expensive to maintain and unable to keep up with the latest technologies.

The Swiss firm evaluated several options in detail before settling on Solutions Business Manager. Its flexibility meant that Finnova could create its own workflows and adapt to new requirements. Maintenance costs were slashed and easy reporting helped the customer support department keep its customers updated about ticket progress.

"The features that we most appreciate are the SBM reporting engine from which we can generate instant live reports," said customer support manager Marc Remmlinger. "We can generate reports very quickly and make them available to our customers."

"The notification feature is also a great help to us," he continued, "as we can always inform our customers via email, but we can also send reminders and edit tickets automatically, without manual intervention. This greatly reduces our maintenance workload."

About Solutions Business Manager

SBM is the leading process management platform for IT development and operations. It is designed to orchestrate and integrate processes across an organization, including software development, delivery, and operations. Use it on its own or in conjunction with other Micro Focus software delivery and testing tools.

About Finnova

Finnova is a leading provider of banking software in the Swiss financial centre. They help banks and outsourcing providers to realize growth in the banking sector, even in challenging times, thanks to efficient and innovative IT solutions compliant with regulatory requirements. “Smarter banking” is what Finnova stands for.

Founded in 1974, Finnova AG employs around 400 people at its headquarters in Lenzburg and at other branch offices in Chur, Seewen, and Nyon. Its standard solution, Finnova Banking Software, is currently used by around 80 universal banks and 20 private banks. They benefit from the software’s extensive functional breadth and depth, combined with the lowest total cost of ownership (TCO) in the industry. Finnova’s outstanding scalability enables banks to implement their strategic requirements efficiently, within budget, and on schedule.

AT A GLANCE
INDUSTRY

Software/Programming Services

LOCATION

Switzerland

RESULTS
  • Significantly reduced support resources
  • Greater transparency through dynamic reporting
  • ITIL-certified support processes
  • Improved user experience
  • Stable environment