Case Study: PNC Bank doubles part‑time staffing and boosts customer satisfaction with Verint Systems' Impact 360

PNC Bank - Customer Case Study

PNC Bank, a large U.S. retail financial institution with 2,400 branches, needed to better align branch staffing to customer arrival patterns while controlling expenses—especially by making more effective use of part-time employees. Following rapid growth through the National City acquisition, the bank also required a more robust scheduling tool for branch managers and the ability to run consolidation and “what-if” capacity analyses.

PNC worked with Verint to implement Impact 360 for forecasting, strategic planning and scheduling, and incorporated the tool into manager training and post-acquisition branch consolidation. The solution doubled part-time utilization from about 15% to over 30%, improved employee productivity and schedule predictability, and raised customer satisfaction by aligning staff to peak traffic while enabling better planning and scenario analysis.

PNC Bank

Tom Hunley

Chief Operating Officer of Branch Banking