CASE STUDY: Building user acceptance and confidence to earn executive trust

Iceberg recently worked with a large commercial bank based in New England to rejuvenate their RSA Archer program. The solution, once seen as a tactical point solution, is now expanding to become a trusted enterprise platform that’s a key tool for strategic risk management activities.

The bank purchased and implemented RSA Archer several years ago, working with an outside consulting firm that had limited GRC experience. The initial implementation didn’t fully align to the bank’s business requirements.
Their program was supported by one in-house certified Archer administrator who had basic knowledge of the software, but not enough experience to make the configuration changes required to meet the ongoing operational and support requirements. As a result, the organization was not seeing the full value from their investment, and stakeholders were losing confidence in the platform to support mission-critical risk management activities.

The RSA Archer team recommended that the bank engage Iceberg Networks to help. They signed up to Iceberg’s APS program with a goal of creating better alignment between their Archer program and their risk management processes, and to regain user confidence in the value of the investment and usefulness of the solution.

The bank is now well along the journey to make Archer the central tool for risk management across the enterprise. They employ one full time resource to support the Archer program, augmented by Iceberg’s remote APS team. Several legacy GRC platforms are now being retired and migrated to RSA Archer as they continue to expand the platform. Between Iceberg and the bank’s internal team, they now have the depth and resiliency of resources to earn the confidence and trust of senior management, allowing RSA Archer to be accepted as an enterprise-level application.

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Glen Gower

About the author

Glen is the director of marketing and communications at Iceberg.

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