Regional Bank Cuts MTTR by 70-80% and Projects $1M First-Year Savings
In the past, a bank’s physical branch location was considered a competitive advantage over neo-banks. Advancements in technology and the acceleration of fintech in 2020 paved the way for new capabilities, complete with cost reductions and the promise of a better customer experience. Regional Banks are now looking to redirect the cost of maintaining physical branches with digital, contactless banking services or risk losing market share.
A large regional bank developed a transformation strategy where they would retain their core business while focusing on adapting the right systems and strategies to support a digital, customer-centric transformation model. This model required partnering with new technology vendors and enhancing their suite of products that would allow them to more efficiently generate revenue, expand bank relationships, and in turn, lower the per account cost structure.
A cornerstone of this regional bank’s transformation was its partnership with VIA AIOps. The bank’s IT Operations team selected VIA AIOps to prioritize the service experience, ensuring timely and visible access to activity that would impact the customer and their transactions.
VIA, Vitria’s next-generation AIOps application, delivers:
- Total ecosystem observability – a holistic view of the entire service delivery supply chain.
- Explainable AI – plain language explanations for analytics builds trust and confidence in automation.
- Experience Assurance – a five-star experience your customers will trust.
A large regional bank moving from branch-based to digital, contactless services needed IT operations that could protect the customer transaction experience. After selecting VIA AIOps, the bank reduced mean time to repair by 70-80% and projected savings of $1 million in the first full year.
At a glance
- Industry: Financial services — regional banking
- Challenge: Protecting customer-facing transaction services during a shift from physical branches to digital banking
- Approach: VIA AIOps prioritising service experience, with visibility of activity affecting customers and their transactions
- Result: 70-80% reduction in mean time to repair; $1M projected first-full-year saving
- Source: Vitria customer narrative
The situation. Fintech acceleration eroded the competitive advantage a physical branch network once conferred. The bank set out to retain its core business while redirecting branch cost into digital, contactless services — which made the reliability of those digital services the thing the customer relationship now rested on.
What was done. The IT operations team selected VIA AIOps to prioritise the service experience, giving timely and visible access to activity affecting customers and their transactions. Total ecosystem observability replaced per-domain views, and explainable AI provided plain-language reasoning that made automated analysis defensible internally.
The result. Mean time to repair fell by 70-80%, and the bank projected a $1 million saving in the first full year of operation.
