Customer Story
PNC Bank reduces document processing time by 85% by modernizing intake and orchestration
process acceleration
Company
Profile
PNC Bank, one of the ten largest banks in the United States, modernized how unstructured documents enter and move through its commercial banking operations to improve efficiency, compliance, and scalability. As document volumes increased and regulatory scrutiny intensified, the bank relied on legacy OCR and RPA tools that struggled to handle highly variable, unstructured content such as signature cards, contracts, and financial documents. These limitations created operational friction, increased compliance risk, and required significant manual review. To address these challenges, PNC partnered with Indico Data and implemented Indicoās Intake & Orchestration Platform to standardize document ingestion, validation, and routing across workflows. By transforming unstructured documents into clean, system ready data, PNC accelerated processing, improved auditability, and achieved an 85% reduction in document processing time while creating a scalable foundation for enterprise automation.
Problem
Legacy automation tools struggled to scale unstructured intake while maintaining compliance
PNC had invested in traditional automation tools such as OCR and RPA to support document intake, but these rule based approaches were not designed to handle the variability and ambiguity of unstructured financial documents. Critical workflows required manual review to interpret handwritten signatures, validate account records, and compare complex contracts, creating processing delays and operational inefficiencies. This challenge became especially urgent when a regulatory review identified more than 2.5 million accounts that potentially required signature validation. Without a scalable intake and orchestration platform, resolving this initiative would have required extensive manual outreach, increasing cost, operational burden, and compliance risk. PNC needed a solution that could standardize intake, reduce manual effort, and ensure accurate, auditable data entered downstream systems.
Solution
Implementing a scalable intake and orchestration platform built for complex financial workflows
PNC selected Indico Data for its ability to ingest, interpret, and validate highly unstructured documents that traditional automation tools could not handle reliably. Indicoās Intake & Orchestration Platform was configured to extract and validate key data elements, identify signature presence, and route clean, system ready outputs into downstream systems with full transparency and governance. The platform enabled business and operations teams to configure workflows directly and continuously refine validation logic without relying on specialized technical resources. For the signature card initiative, Indico applied document intelligence at scale to accurately identify accounts requiring remediation, significantly reducing the scope of manual intervention. With its flexible, enterprise ready architecture, Indico provided a durable foundation capable of supporting PNCās most complex document workflows while maintaining compliance and auditability.
Results
85% faster processing and scalable automation across critical banking workflows
With Indico in production, PNC transformed document intake into a streamlined and scalable operational capability. Document processing time decreased by 85%, dramatically accelerating review cycles and improving operational efficiency. By accurately identifying which accounts required remediation, the platform significantly reduced manual outreach, lowering operational costs and compliance risk. Indico also delivered transparent, auditable outputs that strengthened regulatory confidence while freeing operational teams to focus on higher value work. Following the success of the initial deployment, PNC expanded its use of Indico across additional workflows including financial statements, payment notices, tax forms, trade documents, and sensitive correspondence. With Indico as its intake and orchestration layer, PNC is positioned to scale automation, improve compliance, and drive long term operational efficiency across its enterprise.
