How Qudini works with NatWest RBS to strengthen its omni-channel customer offering, enabling its customers to connect with the retail bank across any channel at the times that suit them.
The Royal Bank of Scotland (RBS) is a large banking and financial service company. It owns large retail and commercial bank brands RBS, NatWest and Ulster Bank and operates a large branch footprint across the UK, Channel Islands and Isle of Man.
As a retail bank looking to grow its customer base and transform its customer proposition, RBS has been delivering a variety of new services options that enable its customers to access the advice and support that they need across a variety of different channels at the times that suit them. Its new services include:
Community Bankers: Whereby personal bankers go out to meet customers within local communities without branch presences in order to support their financial needs.
With these new service offerings becoming a significant part of the RBS/NatWest/Ulster Bank omni-channel strategy, the popular retail bank needed a way to drive traffic to its offering by enabling customers to seamlessly access new services and to enable colleagues to easily manage and migrate their customers across their various channels and customer journeys. In addition: RBS has been transforming its branch experience, in order to provide a more seamless and digital customer experience that ensures every customer gets the support they need and can easily migrate across the bank’s online and offline channels.
RBS / NatWest began working with Qudini to strengthen its omni-channel offering in order to improve the customer experience by increasing access to its service offerings in-branch, with community bankers and through video bankers.
For Video Bankers, NatWest now uses the Qudini appointment booking software in order to enable its customers using the NatWest website to easily click a button in order to view the video banker’s availability and to make an appointment. Qudini confirms and reminds appointments by SMS and email, helping to reduce no-shows.
For Community Bankers, NatWest also uses the Qudini appointment booking software to enable Community Bankers and the branch colleagues to seamlessly schedule appointments for customers at a future date and location.
For both the video bankers and community bankers, the Qudini software sends customers confirmation and reminder SMS and email messages, helping to ensure they know when and where they are meant to be for their appointment. Whilst the NatWest teams now have access to an intuitive calendar interface, where they can schedule and manage appointments alongside other activities.
Within branches, NatWest uses the Qudini queuing system and appointment check-in. A meeter-greeter with a tablet greets customers entering the branch and adds their details to a digital queue, providing them with an estimated wait-time and encouraging them to wait comfortably in the waiting room for their turn, upon which the customer will receive a text to alert them of their turn. If the wait is long, customers are offered the opportunity to leave the branch to use their wait productively. They will then receive text messages as their turn nears.
Now that it’s so seamless for customers to make an appointment at any time of day online or via a community banker, the number of bookings made have doubled.
Now that customers have control over their selected appointment time and are reminded in advance, there are fewer no-show. This reduces time wasted for the NatWest colleagues
The increased appointment volumes, reduced number of no-shows and seamless-to-use software enables the community bankers and remote personal bankers to serve more customers and to undertake more tasks.
Qudini’s software improves customer accessibility to the NatWest video banking and telephony services and enables the retail bank to truly differentiate its multi-channel customer offering.
Now that booking volumes have increased and no-shows have reduced, NatWest is able to support and convert more customers.
Customers love the Qudini system. The waiting experience is much calmer and more informed, ensuring that customers feel cared for.
Customers using the Qudini software share their experience. One customer waited in-branch using Qudini and enjoyed the waiting experience so much that they encouraged their partner to open a NatWest account. They thought the service was the best experience they had seen within a bank.
Customers are more informed and updated whilst they wait. If the wait is long, they are able to leave the branch and return later. This has reduced the number of customers walking out without service.
The reduced walkout rate in branch ensures more customers are served. This, alongside the ability for NatWest colleagues to greet customers, and understand their query to match them to the right colleagues to provide a better service, ensures that sales are increased.
As part of a more digital conversation and process, NatWest colleagues are now able to encourage more customers to download the NatWest mobile app.
NatWest head office teams now have access to data that helps them to better understand their footfall and customer needs, in order to improve resource planning, plus sales and marketing activities.
Within its branch and across its community banker and video banker services enables NatWest to more seamlessly migrate customers to its other omni-channel offerings in order to increase its touch points within the bank branch and to ensure ultimate conversion.
Qudini helps the branch team to know its customer volumes and staff activities in order to work more efficiently and to better allocate resources.
NatWest uses Qudini appointment bookings for its video banking and community banker services, connecting these journeys enables it to drive more traffic to its Video Banking services.
NatWest and RBS recently launched a Video Banking and telephony service that enables customers to access remote support and undertake a full financial health check with a Personal Banker over the phone or via a video conference. The service ensures that customers can access the support they need at the times that suit them without having to travel to get there.
Previously, to make appointments, customers would have to ring the call centre in order to make an appointment. This meant that there was always a go-between and it was more challenging for customers to seamlessly book appointments. Out-of-hours when the phone-lines were closed, customers were unable to book, this led to missed customer opportunities.
NatWest / RBS links to Qudini’s online appointment booking interface from its website. This enables customers requiring a financial health-check to access the interface at any time of day to easily select z service and view the remote personal bankers’ availability, and to select a preferred appointment time. Upon making a booking, the customer receives branded confirmation and reminder email and SMS messages to help them manage their appointment. Meanwhile, video bankers now have access to the Qudini calendar interface, where they can view and manage their appointments. This helps the Video Banking and Telephony teams to better prepare for appointments and to provide a premium customer service experience.
Now that customers have control over their selected appointment time and are reminded in advance, there are fewer no-shows. This reduces time wasted for NatWest colleagues.
The increased appointment volumes, reduced number of no-shows, and seamless-to-use software, enables the remote personal bankers to serve more customers and to undertake more tasks.
Now that it’s so seamless for customers to make an appointment at any time of day, the number of bookings made have doubled.
Now that booking volumes have increased and no-shows have reduced, NatWest video bankers are able to support and convert more customers.
Qudini’s software improves customer accessibility to the NatWest video banking and telephony services and enables the retail bank to truly differentiate its multi-channel customer offering
Recently, NatWest and RBS launched a new Community Banker Service. A community banker is a personal banker who goes out to meet customers within the local communities, where they are further from branches, in order to help them with their financial needs. This means customers don’t have to travel far to branches when they have queries or need support. Community bankers typically meet with customers in public locations such as community centres and libraries.
Previously, the community bankers would have to advertise their offering from a stand in local community locations providing customers with flyers and leaflets that encouraged them to phone in to make an appointment. It was hard to truly make people aware of their service offering or to enable them to seamlessly access the community service, and this reduced customer uptake. Where appointments were made, the community bankers had limited ways to easily manage customers and communicate with them about their appointment. This led to no-shows and wasted time for the advisors.
The NatWest community bankers now use the Qudini appointment booking software. This enables them to pre-book appointments for customers from any tablet, desktop or smartphone device. This also provides NatWest with an online appointment booking interface that it can link to from its website and Community Banker promotional content, enabling the customers to see the Community Bankers’ availability to make an appointment. Upon making their appointment customers receive personalised SMS and email content to confirm and remind them. Community bankers then have an easy-to-use calendar interface where they can view upcoming appointments to prepare in advance.
Often the Community Banker will book the customer in for a Video Banking financial health-check appointment. Now that the Video Bankers also use the Qudini Appointment Booking Software, they are able to easily book the customer in for their Video Banking appointment, helping NatWest to connect staff and customers across its different service journeys.
Now that it’s so easy for a Community Banker to pre-book appointments for customers, the number of appointments have increased.
Qudini helps to remind customers or their appointment time and location. This ensures that more customers show-up for their appointment time and reduces community banker dwell time.
Now that customers can easily book appointments, and no-shows have reduced, the community bankers are able to support more customers on behalf of NatWest.
The increased appointment volumes, reduced number of no-shows, and seamless-to-use software, enables the community bankers to serve more customers and make better use of their time.
Qudini’s software improves customer accessibility to the NatWest community banker services, helping more customers across the country to seamlessly access service.
NatWest uses Qudini appointment bookings for its video banking and community banker services. Connecting these journeys enables it to drive more traffic to its Video Banking services.
As a popular retail bank, NatWest’s branches are always busy, with many customers entering its branches to discuss financial needs, open new accounts, and for general every-day services and support. In peak periods, its branches can become busy with queues of customers waiting for advisor support, alongside customers checking-in for their appointments.
Previously, the branch colleagues would takes customers names using a clipboard and pen and ask them to wait in the waiting area. This process could become confusing for customers and staff, the paper could become messy, it was hard to notify customers for their turn, the waits could exceed 15 minutes, and customers didn’t like waiting without information about their turn. This led customers to complain or walkout, causing lost business for NatWest brand.
NatWest has deployed Qudini’s digital queue management into its branches. A meeter-greeter at the front of each branch now holds a tablet device and greets customers by adding their name and mobile number into a digital queue for service. Qudini automatically calculates the customers wait-time for the greeter to tell the customer. The customer may also then choose to provide their mobile number in order to receive a text message with their wait-time and queue position. If the wait is more than ten minutes the greeter informs the customer that they can wait in the waiting area or leave the branch to use their time productively. As the customer’s turn draws near, they receive a text message to let them know. The meeter-greeter is then able to use Qudini on a tablet device where they can manage waiting customers and assign them to their colleagues.
The system creates a more streamlined and professional customer greeting process and improves the customer experience by ensuring a transparent system that provides customers with information. This makes the wait feel shorter and less stressful.
In addition, the RBS / NatWest head office now has access to data to understand why customers enter its branches, at what times, how long its services take, and much more.
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