First National Bank Corporation

Corporate Profile

F.N.B. Corporation is a $6.7 billion diversified financial services company serving banking, trust, consumer finance and insurance customers through community banking affiliates and other financial services companies.

The company has full-service offices located in Florida, Pennsylvania, Ohio and Tennessee. A growth company, F.N.B. is headquartered in Naples, Florida. Shares of F.N.B. Corporation are traded on The Nasdaq Stock Market under the symbol FBAN.

The Issue

First National Bank of Florida, an affiliate of FNB Corporation, knew they were losing potential business because of the lack of an automated customer referral, service and management solution. Customers were requesting services, but the correct people were not following up with each customer in a timely manner. Multiple branch locations, numerous business development officers, loan officers and other customer facing employees distributed across FNB locations, complicated the customer referral, cross sell and opportunity management process. FNB needed to automate each interaction with their current customers and prospects. Specifically, a process where any customer facing employee, including tellers and others working directly to service and support FNB customers could create, forward and manage referrals, leads and cross sell opportunities. Distribution to specified business development officers needed to be accomplished utilizing FNB's existing IT investment in Microsoft desktops and SQL server databases and in Novell GroupWise and eDirectory/NDS.

The Solution

GroupLink implemented a web-based solution using GroupLink Collaborative Customer Engagement™ (CCE™) products (ContactWise and eReferrals) and minimal custom work. FNB was able to leverage their existing Novell investments in GroupWise and NDS/eDirectory as well as Microsoft SQL Server and Internet Explorer.

Return on Investment (ROI)

Calculated savings from implementing GroupLink CCE/eReferral technology.

Increased Sales Productivity:
90% Increase in customer referrals and lead generation

Increased Cross Sales & Closures:
40% increase in cross sell closures

Calculated Payback Time: Less than 3 months

Objectives – Going Forward

FNB’s business objectives are met using the GroupLink CCE / eReferral solution:

Cross-Sell / Up-Sell (with immediate accountability)
Referral Creation – Easy referral submission at the point of contact with customers.
Referral Routing – Instant notification via existing email system (e.g., GroupWise in this case) to the correct respondent for the requested services, and storage into an open database with history views
Referral Management – Immediate accountability, managed from the central Referral Database.

Increase Profitability

Build customer loyalty
Nurture new profitable relationships

Accelerate Results

Incisive, Motivating reports
Executive Reports via the web

FNB has been so pleased with the immediate benefits of implementing the referral process, they have future expansion plans, including:

• Web Interface for all Branch Managers & Branch Executives
• Collaborative Customer Engagement (eReferrals and/or ContactWise) corporate wide