Case Study:

In 2018, the Royal Bank of Scotland adopted Qudini’s appointment booking system within key locations across the branch network to enable their retail banking customers to get in touch with the bank in ways and times that suited them.

Client Profile

As an innovative retail bank that strives to make banking effortless for customers, Royal Bank of Scotland wanted an effective booking system which was simple to use. The system had to allow customers to book appointments via their preferred channel, and allow colleagues to manage each channel and customer journey with ease.




One of the main objectives for Royal Bank of Scotland was to improve the customer experience, and increase access to community bankers, who visit customers at home and within the community. It allows community bankers and branch colleagues to schedule future appointments for preferred dates and locations through an intuitive calendar interface.



Qudini enables customers to book and hold face-to-face appointments with video bankers. Being able to view availability and book appointments online is a really positive move.

Qudini software sends confirmation and reminder text and email messages, helping to ensure customers know when and where their appointment will take place.

Branch colleagues can add customer details to a digital queue, which provides an estimated wait-time. They have the option to sit comfortably in the waiting area, or if wait times are longer than usual, customers can leave the branch and be alerted by text message when their appointment time is due.

All of these additional features allow Royal Bank of Scotland to put customers first, and make appointment booking simple and convenient.

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