RBC is one of the largest banks in the world. They operate with over 80,000 employees who serve 16 million clients in Canada, the U.S. and 35 other countries.
The bank approached us to help their Canadian customers master American banking practices. They wanted to:
- Engage visitors and clients to stay in channel
- Increase the customer experience on support calls and
- Reduce call times with customers
With $ saved, RBC report their customers are happier with support. The call handlers can now use filtering searches to get the right answer, faster. Simpler UX led to more positive customer feedback and fewer customer service calls.
- better trained employees
- more engagement in training and
- faster skills acquisition.
“The BLDG-25 team was a perfect fit for our needs at RBC Bank. They showed creative thinking and provided a responsive service. The result is a compelling site for
one of our niche segments.
We wanted a talented local firm to provide expertise and a high-touch service. This project presented tight time constraints and many stakeholders. I am pleased to report that
BLDG-25 exceeded all our expectations.”
Kristen Doherty | Vice President – Sales, Marketing & Communications | RBC Bank