World Wide Science

School of Business Administration

Online MBA Programme
Intake: February 2013

Management Information System (MIS)

Group Assignment
Case study
(PNC Bank on Enterprise Applications)

Group Members:
1)
2)
3)
4)
5)

Mohammad Asif Walizada

Mohammad Haron Sahab
Abdul Momin Mansoor Abdul Qadir
Baktash Khalid
Arian Mahfooz Mahammad Taher

Submitted By:

Mohammad Asif Walizada, Group Leader

Submitted To:

Dr. Mehdi Mansourizadeh

Table of Contents

PNC Bank Introduction.........................................................................3

Solution................................................................................................3
Special Segments................................................................................4
Business Profile....................................................................................4
Product and Service.............................................................................4
PNC Bank Provide following valuable services.....................................4
Case Study 1,
1. PNC Bank enhances B2C collaboration Capabilities with
ecKnowledge................................................................................5
1.1...................................................................................................Busin
ess profile..................................................................................5
1.2...................................................................................................The
Challenges.................................................................................5
1.3...................................................................................................Soluti
on..............................................................................................5
1.4...................................................................................................Busin
ess Benefit.................................................................................6
Case Study 2
2. Oracle's Siebel CRM chosen by PNC to enhance customer
service6
2.1...................................................................................................Busin
ess profile..................................................................................6
2.2...................................................................................................The
Challenges.................................................................................6
2.3...................................................................................................Soluti
on..............................................................................................6
2.4...................................................................................................Busin
ess 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
7
3.1...................................................................................................Busin
ess profile..................................................................................8
3.2...................................................................................................The
Challenges.................................................................................8
3.3...................................................................................................Soluti
on..............................................................................................8
3.4...................................................................................................Busin
ess Benefit.................................................................................9
2

Case study 4
4. PNC
Bank
Success
Story
e-payables
&
eexpense..10
4.1...................................................................................................Busin
ess profile..................................................................................10
4.2...................................................................................................The
Challenges.................................................................................10
4.3...................................................................................................Soluti
on and Results...........................................................................10
4.4...................................................................................................Epayables....................................................................................10
4.5................................................................................................... Eexpense.....................................................................................10
References......................................................................................10

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.
3

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) Checking
5) Credit Cards
2) Online & Mobile Banking
6) Retirement, Investments &
3) Savings
Wealth
4) Mortgages, Loans & Lines of
7) Account Services
Credit
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.
1) Retirement Center
2) Virtual Wallet
3) PNC Wealth Insight

4)
5)
6)
7)

Special Segments
1) Espaol
2) Po polsku

Home Lending Center

PNC Purchase Payback
Saving for Education
PNC Achievement Sessions

3) WorkPlace Banking
4) Military Banking
5) 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)
2)
3)
4)

Online Business Services

Checking
Savings and Liquidity
Business Loans and
Credit

5) Making and Collecting

Payments
6) Merchant Services
7) Account Services
8) Cards
9) Employee Benefits
4

PNC Bank Provide following valuable services

With the PNC SmartAccessPrepaid 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.

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
Casahls 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. PNCs 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 Banks Challenge
As 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 Banks Solution
By using Casahls 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.

1.4. Business Benefits

With 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 customers 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 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.
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. 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]

Case study 4
4. 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 Banks implementation of American Software's epayables 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+Ov
erview
[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