Prosperity Bank embraces AIOps with BMC Helix

Prosperity Bank already has a strong reputation for running a lean, profitable business. It has one of the country’s best efficiency ratios, which measures a bank’s operating expenses to its income. The better the bank’s efficiency ratio, the lower its operating expenses are compared to income.

However, just because Prosperity Bank keeps operations lean doesn’t mean it provides a bare-bones customer experience—quite the contrary. As Riggan explains, it’s the kind of bank where customers like to come in and have coffee with their banker. “What makes us unique is that we still have a community bank philosophy. We greet customers with a smile, address the customer by name, and try to say yes instead of no.”

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 set to launch in the upcoming months: If traveling customers lose their debit card, they will be able to report it via their mobile app. Within minutes, Prosperity will cancel the lost or stolen card and issue a new digital debit card within the mobile app. The customer will be able to use it 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 will help us separate all the noise around an outage so our engineers have relevant information. It will enable us to focus on the problem at hand,” Riggan said. “We’ll use BMC Helix AIOps to gain visibility across the bank’s infrastructure and application stack, identifying issues proactively before they become a problem.”

Specifically, Prosperity Bank is deploying:

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

The bottom line

With BMC Helix, Prosperity Bank’s IT team will have 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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