DRIVING DIGITAL
ADOPTION AND OPERATIONAL
EXCELLENCE

How a leading North American
regional bank modernized its
digital workplace through
governance, automation, and
targeted adoption initiatives.

Modernizing Without a Unified Foundation

A leading regional bank in North America with 10,000+ employees across 17 states had invested in modern workplace tools but struggled to unlock their full value due to fragmented governance, manual processes, and limited platform visibility.

Key Challenges

Digital tools like MoveWorks were underutilized, with support still driven by phone calls
Microsoft Power Platform lacked governance, with unregulated growth in the default environment
Limited Microsoft 365 visibility resulted in reactive support and avoidable service desk ticket volumes

Infosys partnered with the organization to address these gaps through targeted digital adoption, platform governance, M365 reporting, and persona-based provisioning initiatives.

A Targeted, Outcome-Driven
Digital Modernization

Infosys designed and executed focused initiatives across service desk operations, collaboration platforms, and end-user services, driving measurable outcomes across all areas. A key pillar of this transformation was accelerating digital adoption through the MoveWorks AI-powered support assistant. Infosys actively promoted it as the preferred support channel, enabling users to shift from phone-based support to digital channels.

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