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.

"Thanks to our longstanding relationship with PNC, coupled with our expertise in the financial services industry and with the Siebel CRM product, we teamed with Oracle to deliver what is probably the most complex Siebel implementation in the banking industry," said Kent Arkes, IBM Global Business Services Financial Services Partner.

"PNC, IBM and Oracle all worked as one team that was committed to making the implementation a success," said Cathy Preuhs, Senior Vice President, Management Information Systems Department, PNC. "The transition to the new Siebel CRM application was seamless. Our senior executives were pleased with the results and the high level of business continuity during the migration."

Enhancing Application Capabilities and Scalability

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® Business Intelligence to improve service to its corporate customers.

"Retail banking is more than financial transactions, it is about building relationships with customers and supporting their dynamic requirements," said Ashwin Goyal, Vice President, 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."

Capitalizing on the IBM/Oracle Relationship

IBM, an Oracle partner, has more than 2,000 Siebel-trained consultants, including 850 Siebel Certified Consultants, to help implement banking customer relationship management, branch and teller solutions. Oracle and IBM work closely on implementations and services that address complex and mission-critical banking environments.