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Oracle Siebel CRM Picked by PNC Services

November 01, 2007

Oracle officials have announced that The PNC Financial Services Group 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.

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 decided to upgrade its Siebel CRM applications concurrently with 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.
Kent Arkes, IBM Global Business Services Financial Services Partner, called the project "probably the most complex Siebel implementation in the banking industry."
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," according to PNC officials, who add that 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," noted Ashwin Goyal, Vice President, Oracle Financial Services Global Business Unit.
About a month ago Expert Edge Software and Systems, one of the three companies in the Computer Warehouse Group, announced the introduction of  the Oracle Siebel CRM products into the Nigerian market.
Expert Edge Software and Systems is an Oracle Advantage Partner. At a  recent event the firm's Product Manager CRM Charles Okoronkwo "extolled the unique features and functionalities of the Oracle Siebel CRM Suites," according to company officials.
Okoronkwo said Oracle Siebel CRM technology slides away from the generic, one-product-fits-all platform to an industry-specific CRM. The CRM needs of a financial services vertical like a bank will differ from the CRM needs of a telecommunications company, he was reported as saying.
In mid-August Oracle officials pronounced themselves pleased with Oracle's Siebel CRM On Demand and Oracle On Demand customer traction, announcing that in the last quarter alone Oracle established or expanded its relationship with more than 200 new global customers, including ADP, Central Plastics, Fidelity Registered Investment Advisor Group, GE Commercial Finance and Translational Genomics Research Institute.

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David Sims is a contributing editor for ContactCenterSolutions, covering the customer relationship management (CRM) and call center industries. He also blogs for ContactCenterSolutions here.