The Challenge
As Reliance Bank grew, its internal IT team of just two people struggled to keep pace with the breadth and specialization required to manage network infrastructure, information security, regulatory compliance, and daily support needs. Like many community banks, the organization faced an environment where audits are constant, including internal reviews twice a year, federal or state exams every 18 months, and dozens of system-specific audits in between.
Beyond the technical workload, the bank needed a partner who understood the communication style and expectations of a community bank workforce. Not all employees are IT experts, and past experiences with technical support created hesitation among staff to reach out for help. Clear communication, patience, and trust were essential for adoption and efficiency.
The bank also needed a responsive escalation path and expert guidance during high-stakes situations. When unexpected incidents occurred, such as a flooded server room, Reliance needed immediate, expert support capable of walking non-technical staff through critical steps to protect equipment and data.
As Information Security Officer and IT Director Shannon Fawley described, “I can’t do all the IT and IS work that I need to do in house. We depend on our IT partner for everything we can’t cover internally.”
The Solution
Reliance Bank selected Locknet for its comprehensive Keysuite managed IT services, which provide end-to-end support across network management, cybersecurity, compliance readiness, infrastructure, and day-to-day help desk needs. With Locknet, Reliance gains access to a full team of specialists, effectively expanding their internal IT bench without adding staff.
The bank also benefits from consistent, relationship-based service. A dedicated technical account manager has worked with the bank for years, meeting quarterly to review strategy and upcoming needs.
“It’s more of a partnership than a vendor relationship. Calling them is no different than calling another staff member at the bank,” Fawley shared.
Locknet’s deep financial-industry expertise proved especially valuable in third party audit preparation and interactions. Compliance documentation is organized, complete, and easily accessible which reduces prep time and increases confidence.
As Fawley explained, “The minute I said we have Locknet as our managed IT provider, the third party auditors said, ‘Oh, then you're good.’”
Locknet also demonstrated its value during emergencies. When the bank’s basement flooded, with the server room inside it, Locknet quickly guided onsite staff through safe shutdown procedures, equipment protection steps, and environment stabilization.
“They were amazing at walking laypeople who knew nothing about this through every step, and we had no physical loss to any IT equipment,” she said.
