Prosperity Bank embraces AIOps with BMC Helix

There’s immense pressure on IT to become more productive, increase uptime, and reduce outages all while keeping costs in check. It’s a big challenge for CIOs to meet, which is why so many are turning to AIOps. Recently, that’s exactly the course Gisela Riggan, EVP and CIO at Prosperity Bank, chose to pursue, and she selected BMC as her technology partner.

Prosperity Bank already has a strong reputation for running a lean, profitable business. It has one of the best efficiency ratios in the country, which is a measure of a bank’s operating expenses to its income. The better the bank’s efficiency ratio, the lower its operating expenses are compared to income — and that means no excess staff, a principal that applies to every department, including IT.

“We are very cost conscious,” Riggan said. “IT is super thin.”

But just because Prosperity Bank keeps operations lean doesn’t mean it provides a bare-bones customer experience. Quite the contrary. It’s the kind of bank where customers like to come in and have coffee with their banker, as Riggan explains. “What makes us unique is that we still have a community bank philosophy. We greet customers with a smile and know their names. We always try to find a way to say yes.”

Nevertheless, many of the bank’s customers prefer to take advantage of technology to manage their banking, often via their mobile device. Prosperity Bank in turn must provide an excellent digital experience. For example, at BMC Connect Chicago in October 2023, Riggan previewed a new capability: If customers who are travelling lose their debit or credit card, they can report it via their mobile app. Within minutes, not only will Prosperity cancel the lost or stolen card, but it will also issue a new digital card in the app that can be used immediately for payments.

Of course, as IT rolls out innovative new services, the team must also keep the infrastructure running smoothly. With the millions of data points coming in from ATMs, teller workstations, payment services, routers, servers, and much, much more, it can be challenging for engineers to pinpoint the root cause of an outage. To address this challenge, Riggan turned to AIOps.

“AIOps helps us separate all the noise around an outage so our engineers have relevant information. This enables them to focus on the problem at hand,” Riggan said. “BMC Helix can even analyze all observability data generated day after day to help us to identify and address issues before they become a problem.”

Specifically, Prosperity Bank deployed:

• BMC Helix Discovery: Automatically discovers assets and their relationships with near 100% accuracy
• BMC Helix Operations Management with AIOps: Leverages generative AI and observability to identify and prevent IT issues before they impact operations
• BMC Helix BMC Helix Continuous Optimization: Optimizes and predicts the need for IT resources
• BMC Helix ITSM: Cloud-native IT service management

The bottom line

With BMC Helix, Prosperity Bank’s IT team is becoming even more proactive, preventing outages before they even occur, spending less time fighting fires and more time on the kinds of innovative capabilities that will move Prosperity Bank’s business further forward.

Impressed by the results? Request a demo of BMC Helix to see it in action and discover how it can transform your organization. 

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