Creating a knowledge base to reduce call times for happier customers

RBC Bank

Project

RBC wanted an exciting new experience solution for their Canadian customers. We created a mobile friendly online knowledge base from their existing paper-based support materials. The result is a reduction in time spent on support calls.
Related services
Stakeholder Interviews
Rapid Ideation
Prototyping
Usability Testing
Learning Systems and Content
Analytics
Security testing

Challenge

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

Solution

Success for RBC is driven by our knowledge base platform. We created a learning environment to increase customer experience on support calls. Support teams can now access faster answers when on the phone with customers.

Results

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.

Results show:

  • better trained employees
  • more engagement in training and
  • faster skills acquisition.

Testimonial

“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

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