Wells Fargo Banking
Description: Wells Fargo Banking felt that distributed object-oriented
middleware would allow them to have a customer information system that would
allow them to "see" a customer's entire bank relationship, with the existing
systems they had.
With The Cushing Group and Digital Equipment Corporation (DEC)/COMPAQ, the bank
created its Customer Relationship System (CRS) in three months. The rollout to
service customers was completed in another three weeks. Wells Fargo Banking
call center representatives were able to retrieve a "customer view" using the
customer's TIN (social security number or employer tax number).
Wells Fargo Bankinging used DEC's ObjectBroker, which complies with the
Common Object Request Broker Architecture(CORBA) standards. The bank's various
source applications were mostly IBM mainframe-based, except mutual funds (based
on DEC VAX/VMS systems) and brokerage (outsourced on a Tandem system).
The bank constructed/mapped a business object model to capture processes and
data associated with each source application and call center's business
requirements. Wells Fargo Banking used an HP 9000 Unix server to
host/serve "customer" and "account" objects, which were executed on the
mainframe to retrieve customer relationship and account data.
Wells Fargo Banking did not create a separate customer information file.
Consequently, if a record change (e.g., new address) that affects all accounts
must be processed, the bank must change each accounting application. Wells
Fargo Banking has continued to evolve its business object models,
dedicating tow to three experienced IT staff members to support other
development efforts in addition to CRS. Peak volume for the ObjectBroker
servers is growing and can reach 200,000 business object innovations per day.
Wells Fargo Banking expanded its Customer Relationship System to include
access form the bank's Interactive Voice Response Unit, ATMs, and Internet
Banking application. These extensions benefited from the re-use of "customer"
and "account" objects. The bank's architecture also enables real-time
connectivity to appropriate accounting applications, for example, to pay bills.
The 1996 acquisition of First Interstate Bank expanded the system to support
2000 call center seats in two locations.
When the initial TIN inquiry window is activated and requests a "customer"
(TIN), the "customer" object returns data from each accounting system. Each
account had a unique icon, which when double-clicked, launched an associated
"account" object. This event opens a terminal emulation session of the
appropriate accounting application. The call center representative could
process any transactions or account queries in the native interface for the
accounting application.
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