Cornèr Bank is an independent Swiss private bank, active across the whole range of traditional banking services; it operates as a full-service bank on the national market and its head office is located in Lugano, in southern Switzerland. It specialises in the sectors of lending, Visa and MasterCard payment cards, as well as private banking, the jewel in the crown of its services dedicated to private clients and offered on the international market. Cornèr Bank was the first bank to introduce credit cards in Switzerland in 1975 and is one of the funding members of Visa International – See: www.cornerbanca.com ; www.cornercard.ch.
The Organisation and IT division of Cornèr Bank (OSIF) wanted to use a single platform in order to offer its services to the whole Bank (including itself), so far it used BMC Service Desk Manager for the technical departments and the Service Desk; MS Word documents for the Organisation; and a combination of Excel Sheets and Word documents for the Release Management. This caused several difficulties in synchronizing the efforts for solving the requests that increasingly involved more than one department. Furthermore, the new platform had to ensure the active participation of the Business users in the resolution process.
After successfully implementing FIT (then Fast Bug Track) for the Organisation and Release Management departments working with the Credit Card Division (Cornèrcard), OSIF decided to perform a detailed analysis, in depth and breadth, of the way its departments worked together and delivered their services to the Bank. The choice for the Tool required to track such activities was considered secondary to this phase and the options went from the market leaders to any free tracking solution.
Finally, the choice fell on FIT because of the powerful yet simple structure, its sensible customization options and the effective Workflow rules. Despite not being a major requirement, the reporting capabilities of FIT played a fundamental role in its acceptance.
With time, more and more solutions have been implemented as Additional Tracks, making FIT a core application within the organisational structure of several departments in Cornèr Bank.
The most remarkable aspect of the introduction of FIT arguably is the extremely positive reception of the Business users and the resulting added value to their daily activities.