Frontwave Credit Union has adopted a digital-first strategy to deliver a heightened experience to all members. Based in Oceanside, California, Frontwave has experienced a lot of growth over the last few years and that’s resulted in many competing priorities as the organization continues to scale. One key area where this is having impact is within the organization.

Why ITSM & PPM Belong Together:

• Foster and promote process improvements through digital transformation
• Improved user experience for customers, employees, and IT Techs
• Consolidate systems and applications for more efficient management.

Making Self-Service a Reality

And at Frontwave, having flexible automation tied to the service portal is part of that exceptional experience as it can smooth out the escalation path when tickets come in through the portal and automatically get routed appropriately for resolution. The technology helps to streamline the way technicians work, allowing for more time to be allocated to strategic initiatives.