Pioneering conversational banking

Determined to put its customers and employees first, Rabobank invented a unique conversational banking strategy that’s believed to be a first in the Dutch financial services market. Now supporting over 15,000 users across more than 80 departments, its contact centre is significantly more resilient and agile running on the Genesys Cloud™ platform. The move has reduced cost and risk so the bank can deploy new departments, channels and features at will — speeding innovation to customers faster than its competitors.

Over €2.2 million saved

in hardware and IT staff costs

25% productivity gain

with asynchronous web messaging

45% of questions answered

by virtual assistants

90%+ customer satisfaction

for digital channels

Increased employee job enrichment

and personal growth

New features deployed

within days compared to four weeks before

Web messaging is 25% more efficient compared to call handling, meaning we can serve more customers without increasing headcount. And since introducing video calls we’ve seen a noticeable uplift in new mortgage sales.

Thom Kokhuis

Head of Conversational Banking

Rabobank

At a glance

Customer: Rabobank

Industry: Financial services

Location: The Netherlands with global operations

Company size: Around 15,000 advisors

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Challenges

  • Migrate over 80 departments to the cloud
  • Build a conversational banking model
  • Match journeys to channels for highest impact