World Wide ScienceSchool of Business Administration

Online MBA ProgrammeIntake: February 2013

Management Information System (MIS)Group Assignment

Case study(PNC Bank on Enterprise Applications)

Group Members:1) Mohammad Asif Walizada2) Mohammad Haron Sahab3) Abdul Momin Mansoor Abdul Qadir4) Baktash Khalid5) Arian Mahfooz Mahammad Taher

Submitted By: Mohammad Asif Walizada, Group Leader

Submitted To: Dr. Mehdi Mansourizadeh

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Table of Contents

PNC Bank Introduction...................................................................................................3Solution..........................................................................................................................3Special Segments............................................................................................................4Business Profile..............................................................................................................4Product and Service.......................................................................................................4PNC Bank Provide following valuable services...............................................................4Case Study 1,1. PNC Bank enhances B2C collaboration Capabilities with ecKnowledge................5

1.1. Business profile.................................................................................................51.2. The Challenges..................................................................................................51.3. Solution.............................................................................................................51.4. Business Benefit................................................................................................6

Case Study 2

2. Oracle's Siebel CRM chosen by PNC to enhance customer service………………………62.1. Business profile.................................................................................................62.2. The Challenges..................................................................................................62.3. Solution.............................................................................................................62.4. Business Benefit................................................................................................7

Case study 3(VPI Customer Success Story)

3. PNC Bank Optimizes Call Center Performance with VPI's Avaya Workforce Optimization and Performance Reporting Solution …………………………………………73.1. Business profile.................................................................................................83.2. The Challenges..................................................................................................83.3. Solution.............................................................................................................83.4. Business Benefit................................................................................................9

Case study 44. PNC Bank Success Story - e-payables & e-expense…………………….…………………….10

4.1. Business profile.................................................................................................104.2. The Challenges..................................................................................................104.3. Solution and Results..........................................................................................104.4. E-payables.........................................................................................................104.5. E-expense.........................................................................................................10References................................................................................................................10

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PNC Bank Introduction:[1]

With roots in banking dating to before the Civil War, PNC has grown into one of the leading financial services organizations in the country. PNC provides consumer and small business banking primarily in 19 states and the District of Columbia, with residential mortgage banking and corporate and institutional banking offices across the continental United States. PNC advisers bring financial savvy, local knowledge and truly personal service to all of our banking relationships. Whether you're an individual or an institution client, PNC can help you bank intelligently and bank easily.PNC Online Banking provides you with the tools to take control of your money and to simplify how you manage your finances. Pay bills, review account activity, transfer money between accounts, and send money to friends and family, set up alerts and more.Managing the brand conversion at 1,640 branches and facilities and 1,525 ATMs in over nine states has its own demands. But when you factor in environmental variables like winter and tornado touchdowns, the task gains even more complexity. Monigle managed the expansive rollout in four phases over 76 weeks to dodge environmental hurdles. Prepared and poised for anything Mother Nature could think of, Monigle's success was clearly proven with market verification in every state.

PNC Bank is a thriving financial services organization that serves the retail, business and corporate markets. The company needed to improve agent performance and enterprise performance reporting - a critical element in the financial services industry. With Avaya and VPI's Avaya Workforce Optimization solution, PNC is seeing tremendous results.

PNC's wide range of services can make banking easier, and more convenient than ever. See why PNC is the smart choice for help in meeting your financial goals.

1) Checking2) Online & Mobile Banking3) Savings4) Mortgages, Loans & Lines of Credit

5) Credit Cards6) Retirement, Investments & Wealth7) Account Services

Solutions

Whatever challenges and opportunities lie ahead, PNC can help. See why working with PNC to plan for life's greatest milestones is the smart choice.

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1) Retirement Center2) Virtual Wallet®3) PNC Wealth Insight®4) Home Lending Center

5) PNC Purchase Payback®6) Saving for Education7) PNC Achievement Sessions

Special Segments1) Español2) Po polsku3) WorkPlace Banking

4) Military Banking5) Student Banking

Business Profile

PNC is a highly diversified and growing financial services organization spanning the retail, business and corporate markets.

Products and Services

Every business sets goals for efficiency, liquidity and profitability. PNC supports these goals by providing customized cash flow solutions to make your everyday business money management as efficient and effective as possible.

1) Online Business Services2) Checking3) Savings and Liquidity4) Business Loans and Credit5) Making and Collecting

Payments

6) Merchant Services7) Account Services8) Cards9) Employee Benefits

PNC Bank Provide following valuable services With the PNC SmartAccess®Prepaid Visa® Card mobile app PNC Wealth Insight® Now get Virtual Wallet on your Android tablet With the PNC Retirement Directions App PNC Finder is the new "Augmented Reality" app PNC Mobile Banking PNC Deposit Now Mobile App Now get Virtual Wallet on-the-go with your Android device.

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Case Study 1,1. PNC Bank enhances B2C collaboration Capabilities with ecKnowledge® [2]

1.1.Business Profile

PNC is a highly diversified and growing financial services organization spanning the retail, business and corporate markets.

PNC Bank, a national financial services firm with assets of more than $70 billion, was able to integrate valuable information from various data sources in to one user interface with the e-business solution provided by Casahl’s ecKnowledge*. The B2C system resulted in increased levels of customer satisfaction and higher employee performance.

PNC Bank provides a complete range of financial services and products, from personal banking to investment to corporate financing. The company is first to market with new finance/banking technology and innovation and a robust selection of treasury management products. PNC’s directors come from a variety of industries and perspectives. Its office of the chairman and key officers embody a vast range of experience; they are experts in their fields and active in their communities. Together with its business CEOs, the company is working to create and deliver the innovative products and services expected from PNC, one of the nation's largest financial services companies, with assets of more than $70 billion.

1.2.PNC Bank’s ChallengeAs a leader in the financial services market, PNC Bank needed to insure the utmost quality of customer service. PNC Bank required the integration of data from disparate finance, sales, marketing, product, and customer service databases into one user-friendly interface. The company needed an e-business solution to provide these essential B2C capabilities.

1.3.PNC Bank’s SolutionBy using Casahl’s ecKnowledge, PNC Bank is able to free the data from the confines of Lotus Notes, automate the transfer to an Oracle datamart, and tie it to legacy data from other systems. Once the data is in the datamart, it is analyzed by ad-hoc and OLAP advanced reporting tools (Cognos Impromptu and Powerplay Enterprise). Chuck Evans, senior systems engineer, treasury management systems explains, “there is a wealth of valuable information contained in legacy system databases and not many viable ways to get at it from an end-user perspective. ecKnowledge provides the best solution.”

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1.4. Business BenefitsWith the system set up with ecKnowledge, Evans reports that PNC Bank is experiencing higher levels of customer satisfaction. PNC employees are pleased to have increased reporting capabilities and feel that they are providing better service to customers.

Case Study 2

2. Oracle's Siebel CRM chosen by PNC to enhance customer service

2.1. Business Profile

PNC is a highly diversified and growing financial services organization spanning the retail, business and corporate markets.

2.2. The challenge

PNC Bank found it could improve customer service and expand its product offerings by implementing a customer relationship management system. It had been storing customer data in multiple systems based on the financial product or service the customer was using which made it difficult to know all the customer’s interactions with the company

2.3. Solution

Oracle today announced that The PNC Financial Services Group, Inc. has upgraded to Oracle's Siebel CRM to support new customer service capabilities and increase scalability to

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manage continued growth. PNC worked with IBM and Oracle to migrate to the upgraded Siebel CRM application infrastructure.

PNC's Retail and Corporate & Institutional businesses use Siebel CRM to provide a highly responsive, fully integrated client view across all sales channels. Siebel CRM applications support PNC's nearly 1,100 branches across eight states and the District of Columbia, the Web site, and banking contact centers that provide sales and customer service. PNC, working with Oracle and IBM, has integrated its multiple customer touch points for greater customer convenience and elevated service.

PNC decided to upgrade its Siebel CRM applications concurrently with key portions of its underlying IBM infrastructure. The infrastructure upgrade included adding a zIIP engine and 600 mips to System z, DB2 7 to DB2 V8 upgrade, DB2 Connect Upgrade, AIX and pSeries upgrade, and HACMP upgrade.

2.4. Business Benefits

PNC's upgraded Siebel CRM implementation provides a streamlined user interface that makes it easier for PNC staff with varying computer skill levels to process customer requests quickly and accurately. Additionally, PNC is implementing Oracle(R) Business Intelligence to improve service to its corporate customers.

The system enabled the bank to integrate customer data from multiple accounts and analyze that data to provide customers with additional service and financial products.

"Retail banking is more than financial transactions, it is about building relationships with customers and supporting their dynamic requirements," said Ashwin Goyal, Vice President of Oracle Financial Services Global Business Unit. "PNC's continued success underlines the importance of focused, integrated CRM that supports all phases of customer acquisition and growth." [3], [4]

Case study 3

VPI Customer Success Story

3. PNC Bank Optimizes Call Center Performance with VPI's Avaya Workforce Optimization and Performance Reporting Solution

PNC Bank is a thriving financial services organization that serves the retail, business and corporate markets. The company needed to improve agent performance and enterprise performance reporting - a critical element in the financial services industry. With Avaya and VPI's Avaya Workforce Optimization solution, PNC is seeing tremendous results.

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3.1 Business Profile

PNC is a highly diversified and growing financial services organization spanning the retail, business and corporate markets.

3.2. Challenge

The challenge was how to improve agent performance, which was measured by several indicators – including talk time, quality of service, collections results and after call processing time.

Prior to adopting VPI PERFORMANCE and VPI COACHING Avaya workforce optimization software solutions, the company was only able to give agents feedback on their statistics the next day or at month-end, using traditional reporting methods. This methodology was failing because it put the statistics “out of sight, out of mind.” There were no immediate consequences for failure to perform and no immediate benefits to superior performance.

3.3. Solution

The solution included Avaya CMS and Avaya PDS combined with VPI PERFORMANCE and VPI COACHING workforce optimization solutions.

Avaya CMS provides the information and management tools customers need to monitor and analyze the performance of their contact center operations, showing where improvements are needed and where to take fast effective action.

Avaya PDS allows agents to reach more customers, quicker and more profitably through the use of Automated Technology and Applications for Outbound Dialing Solutions.

VPI PERFORMANCE is an enterprise solution for collecting and presenting call center performance metrics. It distributes real-time information to agents and managers using tickers, scorecards and consolidated reports, and also displays performance metrics against set standards or overall call center results.

VPI COACHING, integrated with VPI PERFORMANCE, automatically intervenes when agents are under-performing. The means to trigger training based on agent results provides an unprecedented level of coaching automation.

The transition to the new system went smoothly, with milestones completed easily and on time. VPI worked closely with PNC's IT staff to resolve internal issues which were overcome quickly with minimum impact to the business. VPI also worked with their call center operations personnel to define the tickers and reporting deliverables and designed the tickers based on this input.

The tickers allowed PNC to set thresholds for performance and receive immediate feedback. As the thresholds were met, not met or exceeded, the stats on the screen changed color.

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This immediate feedback positively reinforced good behaviors and negatively reinforced the less productive ones. PNC can now make further modifications or create entirely new tickers in-house without the need to involve its IT department or VPI.

VPI PERFORMANCE produces canned reports available through a standard Web browser, which can be pulled by any time period required (daily, weekly, monthly, previous month). These reports start at the global level and allow PNC to drill down to the individual job, queue or agent level. All reports are accessed with a simple point and click, requiring little to no learning curve to run them.

VPI COACHING allows PNC to create and distribute key materials such as refresher courses, regulatory information and weekly quizzes. It helps the company track which agents have taken the training courses and quizzes or read various documentation, and keeps records for auditing purposes. PNC can now deliver content to individuals, teams or departments via a rules-based engine, which can be customized in-house within the application.

3.4. Significant Benefits

VPI's Avaya workforce optimization solution enables agents to receive their specific call statistics in real time, delivered directly to their desktops. By having up-to-the-minute statistics, agents can improve their performance, see immediate results and consistently exceed their monthly goals. Managers view consolidated real-time and historical reports so that they can proactively adjust campaigns and make better business decisions, as well as focus on revenue generating activities.

As a result of the new system, PNC has seen several benefits. Agent talk time has decreased and supervisors and managers have access to data that they did not have before. The contact center is faster on its feet with regard to responding to internal data requests and does not rely on IT as much as it once did.

In addition, PNC has better control and tracking of its agent education and employee morale is on the rise now that they can control their own statistics/performance measures, see when they meet or exceed their performance goals, and receive increased incentive payouts.

The company also enjoys more flexibility and ease of customization, a smaller desktop footprint, improved outbound talk time, more blended calls per hour, lower average speed to answer and reduced inbound abandonment.

Most importantly, all of this adds up to a sizeable dollar savings in first year.[5]

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Case study 44. PNC Bank Success Story - e-payables & e-expense

4.1. Business Profile

PNC is a highly diversified and growing financial services organization spanning the retail, business and corporate markets.

4.2. Challenge:paper-based process hampered productivity in PNC.The goal in implementing e-business solutions was to completely remove paper from PNC business environment, eliminating errors and delays," said Stewart Saylor, VP Accounting Operations PNC Bank Corp. "American Software's applications fit our requirements." 4.3. Solutions and Results: PNC has introduced the followings solutions to the situations. 4.4. E-payables: PNC Bank’s implementation of American Software's e-payables solution allows them to process vendor invoices without the need to handle the original invoice more than once. Accessible via the Intranet, e-payables provides a secure, self-service interface between an employee and the accounts payable system. The paperless method of disbursement for non-PO-related vouchers enables PNC to transact business from any location 4.5. E-expense: American Software's e-applications expense will expedite reimbursement processing by enabling PNC Bank employees to submit and track processing online. American Software's e-expenses solution removes the inefficiency and paper jams associated with conventional expense processing while cutting administrative costs. It can turn expensing policies into online business rules on a user-by-user basis, and can merge receipt images in with the electronic documents for the approval workflow [6]References:

[1]https://www.pnc.com/webapp/unsec/NCProductsAndService.do?siteArea=/pnccorp/

PNC/Home/About+PNC/Our+Organization/Business+Overview

[2]www.casahl.com/successstories

[3]http://www.dssresources.com/news/2304.php

[4] http://www.finextra.com/news/announcement.aspx?pressreleaseid=18187

[5]http://www.vpi-corp.com/case_fullstory.asp?case_id=106

[6] http://www.amsoftware.com/marketing/success-PNC.asp

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