ABN Amro Sevrices (AASC) www.abnamro.com
eGain Implementation, Customer Service Initiative
Project Lead: Milton Santiago, Vice President, eBanking
Project Description: AASC integrated eGain customer interaction system with an array of existing customer data and transactional systems so that service requests can be processed intelligently, and a complete view of the customer, including multichannel interactions, were kept in one place for more efficient customer service. The rollout potentially affected 4,000 wholesale banking clients, many of them senior professionals managing billions of dollars of transactions.
Austin Ventures www.austinventures.com
Project Lead: Dave Benton, Vice President of IT
Project Description: Set up servers with teamed network cards and trunked switch ports, combined with a Xiotech Magnitude 3D 3000 storage system. Austin Ventures had used an older Xiotech system since 2001 and was pleased with Xiotech's service and support, but it was time to upgrade to newer technology. The Magnitude 3D 3000 system provided more expandability and ease of use, in part by not requiring any server-side software. The company implemented the system using IBM's BladeCenter, VMware ESX Server, and VMware Server for virtualization over the network.
Capital One www.capitalone.com
Project Lead: Rob Alexander, Executive Vice President, Program Helix
Project Description: Overhauled the hardware and software that controls billing, call center operations, and other core systems to reduce delivery time of new products and services. At the core of this project is a suite of integrated applications developed by Total Systems.
Cooke & Bieler www.cooke-bieler.com
Business Continuity and Data Protection
Project Lead: Asha Joshi, Information Technology Manager
Project Description: Launched a three-pronged business continuity plan with the help of Iron Mountain to assure the secure management and offsite storage of information. It selected Iron Mountain's LiveVault server backup and recovery solution. With LiveVault's two-tiered approach, data is first backed up onsite to NAS and then sent to Iron Mountains' server offsite. This saved bandwidth, making the backup activity transparent to users. The IT team also gained instant retrieval access to records.
Credit Suisse www.credit-suisse.com/us/en
Unified E-mail System with Chargeback Capability
Project Leads: Robert Ellis and Urs Käser, Information Technology Project Leads
Project Description: Credit Suisse created a standardized internal chargeback methodology for e-mail usage. It consolidated three business divisions onto two Exchange 2003 platforms. Then the bank created a detailed business-driven reporting structure that would support chargeback based on actual system usage by individual employees and departments. Credit Suisse then developed custom scripts to connect it with their HR system, allowing accurate and detailed system usage tracking and business modeling by business division, department, and location.