ServiceNow Alternative:

Republic Bank sought to improve operational efficiency and IT support through innovative software solutions by partnering with Crow Canyon Software. They implemented applications like NITRO Service Desk, IT Assets, Purchasing, Work Orders, and Customer & Branch Support, transforming their processes and service delivery.

Republic Bank grappled with several challenges in its siloed departmental request management model. These included inefficient support processes, visibility issues with asset tracking, a slow and opaque procurement process, work order delays, and inconsistent customer support across branches.

“Our legacy ticketing system was no longer working for our employees,” explains John Rudolph, Senior VP of Technology & Services. IT needed help accessing the data and analytics to show us the top issues our employees faced. We knew we needed to invest in a more comprehensive approach that would enable us to see the entire request journey and efficiently harness the power of our M365 & Teams environment to better serve our employees and departmental requests where, when, and how they wanted.”

Automated Workflows and Actions, Problem & Change Management, Change and Release Management, Self-service with KBs, and Customizable Departmental Request applications

Republic Bank’s IT Team recommended the ideal solution of Crow Canyon’s NITRO Service Desk platform, which included out-of-the-box and highly customizable applications for Work Order, Purchasing, Branch Support, and Asset management capabilities. The platform’s ability to streamline employee interactions, automate financial transactions, and integrate existing systems perfectly fits our needs. The Repubic Bank IT Team had considered other Service Desk options, such as ServiceNow. Yet, the high cost was prohibitive, leading them to look for ServiceNow alternatives and choose the Crow Canyon NITRO Service Desk solution provided considerable savings without losing out on core requirements.

“Crow Canyon’s NITRO Service Desk opened up many possibilities for us to enhance employee service,” says Senior VP of Technology John Rudolph. “It enabled us to go beyond simple IT ticketing and build a roadmap for inter-departmental request management. It also gave us a return on investment that embraces cost savings and informs us of our current and future product development.”

Crow Canyon’s NITRO Full-suite Solution Desk has delivered both quick wins and a template for the future, explains Michael Cordes, VP of Operations, Online Banking, and Payment Solutions. For example, we’ve seen more than a 60% reduction in ticket types. That was a huge win right off the bat because it shows us what matters to employees and helps us prioritize the actions we need to take. With fewer catalog items and fewer forms for employees to search through, the KB self-service has become a more appealing and efficient option for our employees. Allowing our employees to spend more time delivering value to the organization.

Republic Bank also benefited from significant cost savings. John Rudolph says the total cost of ownership regarding ongoing development costs has decreased. Previously, every department had its software implemented by its team yet supported by IT, ultimately burdening IT resources. “Crow Canyon’s NITRO Full Suite Solution has given us one agile, shared service approach with consolidated data and insights that enables a consistent focus on specific departmental requests and managing and tracking the data behind the requests.” That’s great for quality and consistency, and the considerable reduction in the number of tickets and teams means our development costs are down 80% compared to our previous siloed approach. Compared to other ITSM solutions we were considering, such as ServiceNow, we saved 75K in the first year alone and could get the applications up and running within a few months instead of several months.

With one platform, architecture, and data model in Microsoft 365 and SharePoint, the Republic Bank technology team leveraged the power of the NITRO Platform, which quickly integrated the core management responsibilities and capabilities, bringing people, systems, and data together.

Employee interactions are now streamlined to optimize, connect, and automate departmental requests. By breaking cases into discrete tasks and connecting with M365 and Teams, the system that employees use, Crow Canyon’s NITRO Service Desk enables the entire bank to come together to solve issues quickly.

The NITRO Service Desk Full-Suite solution has significantly improved ticket resolution times, boosted satisfaction scores, and increased efficiency with streamlined processes that allow staff to focus on core banking activities. The Asset Management application has also enhanced visibility, reduced costs, and optimized resource use, demonstrating the tangible benefits of the Crow Canyon Software.

Crow Canyon’s NITRO Service Desk has played a significant role in our journey to deliver end-to-end, data-driven service enhancements. The increase in self-service by more than 200% year over year is a testament to our employees’ empowerment. Their positive feedback indicates their engagement and satisfaction with the system.