Enhancing customer experience with digital

Formerly known as the Royal Bank of Scotland, NatWest Group serves 1.8 million consumers and over 110,000 business customers who visit the company’s knowledge base 2.5 million times per month. Over 30,000 customer service agents are needed to answer the 650,000 to 700,000 questions they receive per month.

Challenge

Before turning to the Genesys DX solution, NatWest Group used an entirely manual process to field a huge amount of customer inquiries. And any data from these interactions was captured in an Excel file. If an agent didn’t know the answer to a question, they’d have to stop their workflow to speak to a team manager, and then return to the customer with an answer. This time on hold frustrated customers and translated into increased customer support costs for the company.

NatWest Group needed an intelligent knowledge management platform to help contact centre agents resolve customer issues more efficiently.

The company’s top strategic goals were:

1. Focus on digital-first engagement
2. Reduce customer complaints

Solution

NatWest Group chose the Genesys DX solution to power their knowledge base because it instantly gives agents contextual information about the customer and presents relevant solutions to agents on the spot. Agents no longer have to remember answers to every question or place customers on hold to seek more information.

NatWest Group first implemented the solution in a sandbox testing environment to see how it would work, and to build a critical mass of content to use in the real world. The company used the platform’s labeling feature — a simple and straightforward way to organise content in the knowledge base. Using the labeling tool freed up time for management so they could focus on optimising the type of content the company was creating.

Simon Johnson, Head of the Digital Customer Experience at NatWest Group, lauded the quick implementation time of Genesys DX: “You don’t need technical folks with coding experience to drive and support the product — a big plus compared to what we were using with Oracle and IBM previously.”

Results

Since implementing Genesys DX, the platform has made many NatWest Group processes more efficient, ultimately increasing customer satisfaction. Contact forms are starting to be assigned and used by both product and marketing teams, which previously acted in silos. The Voices Dashboard aggregates customer feedback and clearly displays where the company needs to add content to the knowledge base. Now, agents resolve issues faster and can focus on high-value areas of the customer experience.

And implementation was much quicker and easier than expected. A prior system had taken nine months to set up, but with Genesys DX, NatWest Group was up and running — and seeing reduced call handle time — in merely six weeks.

Because of the success achieved with the desktop deployment, NatWest Group also rolled out a Genesys DX self-service chatbot on its mobile application. This reduced the load on agents and fed information back into their knowledge base, making the system smarter and more impactful.