The Bank of Punjab (BOP)
Banking Institution IT Service Management
Solutions Implemented
The Challenge
When IT systems went down, nobody knew how many employees were affected or how to prioritize fixes
Employees calling IT support had to repeat their issues multiple times—frustrating for them
IT projects got delayed because nobody was tracking what was being worked on
SLAs for response time were being missed consistently—management had no visibility
How We Did It
Built a service desk that tracks every IT ticket from creation to resolution
Set up automatic escalation so critical issues get immediate attention
Created a project tracking system so IT work is planned and monitored
Implemented SLA monitoring so performance is tracked and improved
The Results
Ticket Resolution Time
50% reduction
SLA Compliance
98%+
IT Downtime
60% reduction
What They Gained
IT tickets are resolved much faster—employees are productive again quickly
SLAs are being met consistently—management has confidence in IT
System downtime is rare and short—business keeps running
Employees don't have to repeat issues—they're tracked automatically
IT team can prioritize work—most critical issues get done first
By the Numbers
Employees
1000+
Daily Tickets
100+
SLA Compliance
98%+
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The Bank of Punjab (BOP) transformed their operations. So can you. Let's talk about what's possible for your business.