PNC Bank Flies High With WebFOCUS
Company Size
1,000+
Region
- America
Country
- United States
Product
- WebFOCUS
- WebFOCUS ReportCaster
Tech Stack
- Windows NT server
- Ethernet connections
- Internet browsers
Implementation Scale
- Enterprise-wide Deployment
Impact Metrics
- Cost Savings
- Productivity Improvements
Technology Category
- Analytics & Modeling - Real Time Analytics
Applicable Industries
- Finance & Insurance
Applicable Functions
- Business Operation
Use Cases
- Predictive Quality Analytics
- Real-Time Location System (RTLS)
Services
- Software Design & Engineering Services
About The Customer
PNC Bank is one of the nation’s largest diversified financial services organizations providing regional banking, corporate banking, real estate, finance, private banking, asset-based lending, asset management, and global fund-processing services. The bank's National Financial Services Center, headquartered in Pittsburgh, Pennsylvania, is responsible for customer inquiries and transactions. The center employs about 800 Financial Services Consultants (FSCs) whose primary mission is to translate raw call-center data into intuitive, easily accessible reports that allow managers and agents to monitor call-center activities.
The Challenge
PNC Bank’s National Financial Services Center, responsible for customer inquiries and transactions, was facing a challenge in providing a more responsive and comprehensive performance monitoring system for the call center. The existing mainframe reporting system was limited and the reporting data was scattered among many different applications and databases. Scheduling alone took one full day every two weeks and the resulting hardcopy reports weren’t delivered until two or three days later. The team of Adam Silber and Aaron Leaman, Performance Metrics Analysts for PNC Bank’s National Financial Services Center, were asked to set up a highly responsive performance monitoring and reporting mechanism, both for managers and Financial Services Consultants (FSCs).
The Solution
The team envisioned a Web-based business intelligence solution that could simplify data access and distribution while streamlining the creation of custom reports for managers, supervisors, and FSCs. They chose WebFOCUS for its ability to meet their requirements. They installed WebFOCUS on a dual-processor Windows NT server on the call-center network, where 1,000 PCs are linked via Ethernet connections. Then they went to work creating new reports and analytical procedures. Most of the source data resides in flat files on the mainframe. Other data is drawn from Infomax, VSAM, and DB2 files. They also installed WebFOCUS ReportCaster to simplify the process of distributing specific reports to specific groups and individuals. ReportCaster gives PNC Bank exceptional control over when reports are run and how they are distributed.
Operational Impact
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