Read the full case study.

See how digital transformation creates change in mindset & culture. It’s a UK first, with fast offers that amaze customers, some in 24hrs. Satisfaction jumped 50%, with rapid adoption across all channels.

The first end-to-end paperless mortgage applications in the UK achieved 92% customer adoption in just a year at the RBS Group. It was developed and implemented in collaboration with Vizolution, bringing together functionality and departments that had hitherto not worked closely, which was itself transformational. They were given almost free rein when the MD of Home Buying & Ownership challenged them to make the customer journey easier and more consistent across any channel. Engagement with colleagues both in the contact centres and in branches has been key to success. Above all, customer satisfaction is up almost 50%, NPS jumped from 53 to 79 and it’s been advertised on nationwide TV! Colleague job roles were enhanced, not lost, and organisational structure is being designed around the new end-to-end customer journey.

Key Results

• From 100% paper to 92% digital in 12 months
• One process, regardless of the channel of origin
• 7m fewer documents pa
• Average journey cut by 10 days
• 74% of offers issued within 14 days
• NPS up 26+ points, to 79 for Q1 2018