Artesian, the innovative developer of social intelligence software has announced that the Royal Bank of Scotland (RBS) is using its solution to help it to measure the levels of engagement between its relationship managers and their customers.
Artesian is working with the RBS team who are creating a stand-alone challenger bank by 2017. The bank, which will be called Williams and Glyn, already exists with RBS group and focuses on small and medium sized businesses providing products and services from over 300 branches and corporate offices across the UK.
Running a bank efficiently requires a complex array of performance indicators and RBS have added one more: customer-centricity. The use of the Artesian software has involved the team of relationship managers and the technology is being used to analyse the exchanges between them and their customers.
Robert Pailin, Managing Director North Corporate at RBS-Williams and Glyn, said: “We wanted a platform that not only helped our relationship managers understand our customer’s businesses but which would also help to measure how well they are understood. The aim was to go beyond simple verbal transactions and measure the quality of interaction between our team and our customer”
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Recent industry research has indicated that whilst consumer trust in banks is improving, it still has some way to go. RBS was keen to use modern technology to help it gain insight on how it could address this issue.