Leveraging the power of ServiceNow with Afirme Financial Group

Context

Banco Afirme is a provider of financial services based in northern Mexico, with operations throughout the country since 1995. It is one of the 10 largest banks in Mexico. Understanding the power that the ServiceNow platform offered in the past, they chose Devoteam Mexico as their partner to optimize its potential.

The challenge

Implement the first phase of an ITSM solution, with the aim of providing end users with back-office services for the bank’s call centre and branch network operations. This required modernizing the service portal, making it more intuitive and user-friendly, as well as incorporating business processes into the platform. All with the help of the App Engine solution. The implementation had to reduce the number of unused licenses to optimize operating costs.

The solution

In order to better understand the context of our Client, Devoteam immersed and explored the processes and the surrounding environment of Banco Afirme & ServiceNow to develop a comprehensive study focused on four key aspects:

• business and functional,
• demand management and development,
• operations IT,
• and platform.

Part of the solution included: Platform version update every 6 months. Creation of a new service portal with mobile access, notifications, surveys and SLA. Creation of a help desk by segments. Incorporation of business processes in the platform.

AFIRME is a bank that always seeks to be at the forefront and reflects this both in its operations and in its products and services. In collaboration, we have successfully completed various internal projects and this fact has allowed us to implement comprehensive solutions to face emerging challenges in a matter of hours.

Would you like to know more? Do not hesitate and get in touch with us.