KeyBank is one of the largest bank-based financial services companies in the United States. To boost efficiency, it deployed an innovative enterprise banking solution based on the Microsoft platform. As a result, KeyBank increased efficiency, control, and service levels; boosted IT agility and scalability; and realized annual savings of up to U.S.$30 million. It is also using Microsoft SQL Server 2005 as the database for new applications.Business Needs
Founded in 1825, KeyBank is one of the nation’s largest banks, with approximately U.S.$90 billion in assets. In 2007, the company initiated a business transformation project to determine where and how it could use technology to improve operations and services. The existing IT infrastructure—which included numerous database platforms and operating systems including UNIX—hindered innovation. The large number of disparate technologies created complexity for IT administrators and made it difficult to manage, customize, and scale systems. Software such as DOS-based teller applications also slowed efficiency, impeded data sharing, and limited business automation.
||The enhancements that Microsoft has made to its database and operating system technologies over the past 10 years are significant. Microsoft SQL Server is an enterprise-ready platform.
Division Manager for Enterprise Data Management
As a result, employees spent significant time and effort manually entering data into multiple systems to complete transactions. In addition, employees—and to some degree, commercial customers—spent time and money exchanging paper documents, such as checks, with numerous parties.
To achieve its business transformation goal, KeyBank sought a highly reliable and flexible enterprise platform that could streamline processes, decrease system response times, increase insight into information, and facilitate the creation of differentiated services.Solution
After conducting an extensive evaluation of applications and databases, KeyBank chose to replace its core banking system—including its DOS-based teller applications—with an enterprise solution that runs on the Microsoft platform. Its foundation includes the Windows Server 2003 R2 Standard Edition operating system and Microsoft SQL Server 2005 Standard Edition data management software. “Before, we had only used Microsoft products in a noncritical capacity,” explains Bob Kreitzer, Division Manager for Enterprise Data Management at KeyBank. “However, the enhancements that Microsoft has made to its database and operating system technologies over the past 10 years are significant. Microsoft SQL Server is an enterprise-ready platform that delivers performance, scalability, ease of support, and seamless integration with the Windows Server operating system.”
KeyBank also implemented software from ARGO and Alogent to streamline banking processes. IT personnel customized the solution using the Microsoft .NET Framework 3.5. For example, a system known as Teller21 automates customer transactions; another system called Key Capture facilitates the remote capture of check images and digital signatures from banks or customer locations.
IT personnel from KeyBank engaged Microsoft Services to help conduct rigorous tests to improve performance and reliability. As a result of these tests, KeyBank uses failover clustering in SQL Server 2005 Standard Edition to support active/passive server clusters that include HP ProLiant DL360 G5 server computers. “Microsoft Services consultants conducted a full analysis of our environment and made some good suggestions to improve our reliability,” says Paul Gleason, Vice President and Manager of the SQL Server Database Administration Team at KeyBank. “Their input will pay dividends going forward.”
In March 2008, the bank initially deployed the solution to eight locations. Approximately one year later, all of the bank’s 1,042 branches used it.Benefits
With its new solution, KeyBank has increased employee efficiency and improved customer satisfaction. The bank has also improved its ability to innovate by boosting IT agility and scalability and by enhancing IT flexibility and reliability. Boosts Efficiency, Control, and Customer Service
By consolidating its mission-critical IT infrastructure on the Microsoft platform, KeyBank has accelerated its processes. For example, employees and customers can simply scan documents such as checks and capture signatures electronically, which significantly minimizes data entry and the exchange of paper documents. As a result, KeyBank now saves $25–30 million annually in data-processing and transportation costs. “When you cut expenses, there is always a concern that you won’t be able to better serve your clients,” says Kreitzer. “However, with the Microsoft platform, we’ve been able to better control our expenses and scale our technology to improve our offerings and the level of service we provide.”Increases Agility and Scalability
Today, KeyBank has the built-in tools it needs to easily scale and modify its infrastructure to realize business goals without jeopardizing reliability or performance. “We’ve deployed Teller21 to more than 1,000 branches, and Microsoft SQL Server has met every requirement that we’ve set forth,” says Kreitzer. “SQL Server is now our preferred enterprise database platform, and we use it to support workloads that we have traditionally used other platforms for.”Facilitates Innovation and Maximizes Reliability
Flexible and easy to customize, the new infrastructure has made it possible for KeyBank to innovate by automating business processes and providing customers with Internet-based services such as remote check processing. In addition, two years after the solution’s deployment, IT personnel have scaled Microsoft SQL Server to support more than 200 applications that deliver differentiated services for employees and customers. More importantly, the Microsoft platform has demonstrated that it can deliver the 99.99 percent availability and fast performance that KeyBank needs from its mission-critical applications. “Our IT reliability and performance have never been better,” notes Gleason.
KeyBank is so pleased with Microsoft that it awarded Microsoft its vendor-of-the-year award in 2009. “Now that we’ve built a strong relationship with Microsoft, we really look to the company as a trusted adviser,” explains Kreitzer. “I’m excited to see how the relationship between Microsoft and KeyBank is going to make us a bigger presence in the market.”This case study is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS OR IMPLIED, IN THIS SUMMARY.