RCBC: The Best Retail Bank
About the Customer
RCBC Philippines is a prominent financial institution dedicated to delivering innovative banking solutions to its customers. With a focus on excellence and customer satisfaction, RCBC offers a comprehensive range of banking products and services tailored to meet the diverse needs of individuals, businesses, and organizations. Trusted for its commitment to reliability and integrity, RCBC is a leading player in the Philippine banking industry.
Business Challenges
The business faced challenges in effectively listening to customer sentiments and providing proactive responses, particularly in utilizing social media as a tool for customer service. There was a need to improve responsiveness and engagement across social media platforms to better meet customer needs and enhance overall satisfaction.
Solutions
To address the challenges faced, the following solutions were implemented:
- Creation of a Single-View of the Customer using an Omni-Channel Dashboard to track order management and customer service.
- Implementation of an Omni-Channel Dashboard for managing multiple social media accounts effectively.
- Provision of access to real-time dynamic reports and dashboards.
- Establishment of a system for tracking SLAs and performance metrics.
Omni-Channel Dashboard
SLA tracking system
The Results
The implemented solutions yielded the following results:
- Enhanced ability to create more relatable campaigns based on customer sentiments.
- Significant increase in customer response rate.
- Noticeable improvement in agent productivity.