eitall

EITALL developed and tested a client based software which was installed on each of the (3) call centers located along the eastern US coastal states. The application ran as a service on the client PCs in a minimized state on the Microsoft Windows Status Bar. The application was loaded into the PCs RAM whenever the PC was booted up and remained available to the analyst as a clickable icon in the event of a branch robbery call from any of the FUNB branches in their 13 state footprint.

Upon launch (to process a robbery that had occurred or was currently in process) the application presented the analyst with an online checklist to ensure all required procedures were performed by the incident branch. The analyst would ask the questions over the phone to the corresponding branch representative reporting the robbery and would enter the yes-no answers on the checklist.

The Robbery Reporter also included a module to assist the analysis with all the bank personnel notifications that were required for the branch that was robbed. After completing the checklist with the branch employee, the analyst hung up the phone and started the notification process. The system informed the analyst as to who to call, their title, phone, fax & cell phone numbers and provided a response form for contacts successfully made as well as contact attempt failures. The system also sent an automated message about the critical details of the robbery to management personnel notifying them of the branch that was robbed, analyst who took the call and time of the robbery often while the analyst was still taking the original call!

The Robbery Reporter System included a backend sever application which replicated all robberies to the databases located at each call center in all three states each night which kept all call center personnel aware of the robberies that had been reported and informed all the call center mangers with relevant tracking information for robberies matching the pattern or related to the existing system robbery reports.

The database consisted of (3) Microsoft Access databases located in each call center and a centralized database at the North Carolina Corporate office.

The Robbery Reporter Client application installed on each PC, also had numerous online printable reports for the analyst to use to search for branch information or print out the robbery report if needed for faxing, filing or emailing as appropriate.

All the online reports were done using Crystal Reports, a highly customizable report tool incorporated in the application.

Robbery Reporter's search engine, developed by Paul Paradise, increased an analyst branch information locating time to less than 10 % of the paper manual approach and substantially decreased call response times while providing the analyst additional time to provide emotional and health need support to branch personnel who had experienced an extremely distressing situation or suffered personal injuries.