Case Study: PNC Bank achieves real-time, paperless call-center performance and improved efficiency with Information Builders' WebFOCUS

PNC Bank Flies High With WebFOCUS

Information Builders' WebFOCUS was adopted by PNC Bank’s National Financial Services Center to address a growing need for timely, accurate call-center performance monitoring. The existing mainframe reporting system produced large, delayed paper reports from scattered data sources, generated conflicting numbers, and required lengthy scheduling runs—making real-time monitoring, forecasting, and efficient scheduling impossible for managers and the center’s ~800 Financial Services Consultants.

PNC implemented a WebFOCUS-based solution (project “ORBIT”) with ReportCaster to integrate mainframe, DB2, VSAM and flat-file data and deliver role-based, web-accessible reports and personal agent pages. The system cut paper use (about 50,000 pages/year), made report distribution instantaneous, reduced scheduling distribution time by ~20%, paid for itself within ten months, and materially improved forecasting, staffing responsiveness, and overall call-center efficiency.

PNC Bank

Adam Silber

Vice President & Project Manager