RBC wanted all 17 million of their banking customers, including those living abroad, to have a multichannel experience that made them feel at home. Enter BLDG25.
With 86,000 employees serving millions of customers around the world, RBC Bank needed a seamless, intuitive solution that empowered customers seeking answers online as well as the service reps they relied upon for answers by phone.
We revamped the online journey to make content elegant and available within 1-2 clicks. We also provided a better taxonomy of information for phone reps to provide clear and succinct answers quickly.
Our achievement was two-fold. We were able to reduce call times dramatically with a customized CMS that was easy to access and intuitive to update. We also architected a well-designed web experience that supported the needs of expats and traveling Canadians far from home.
"The BLDG25 team was a perfect fit for our needs at RBC Bank to engage clients in learning about our cross-border banking solutions for a niche segment while working with tight time constraints and multiple stakeholders. We wanted high-touch service which BLDG25 delivered."