Opportunity

RBS needs to analyze customer activity holistically – across transactions, account changes, calls, and web chat – in order to personalize service for different types of customers. All of these varying customer interactions and touchpoints offer important insight into how to optimize the customer experience.

Challenges

  • RBS wanted to build a complete picture of customer activity and communication, most useful of which is online chat data.
  • While online chat is becoming their customers’ preferred customer communication channel, the log data was largely unstructured and hard to derive insight from.

Solution with Trifacta

  • Trifacta allows RBS to optimize its processes and inform agents on how to best interact with customers online, reducing the time spend on data preparation by 15x.
  • Analysts can intuitively leverage diverse customer data in Hadoop to build a 360-degree view of their clients.

Company Background

RBS provides a wide range of products and services to personal, commercial and large corporate and institutional customers through its two principal subsidiaries, The Royal Bank of Scotland and NatWest, as well as through a number of other well-known brands including Citizens, Charter One, Ulster Bank, Coutts, Direct Line. It is a leading banking partner to major corporations, financial institutions, government and public sector clients around the world. For more information visit www.rbs.com.

Resources

Head of Data Science and Customer Decisioning Jessica Cuthbertson talks about how RBS uses Trifacta to improve customer service

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In this case study, we examine how RBS dramatically increased visibility into their customer activity, impacting agent training and product development

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Watch our Strata + Hadoop World London 2016 presentation on how RBS improves the customer experience with data wrangling

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Trifacta CEO Adam Wilson and Head of Data Science and Customer Decisioning Jessica Cuthbertson discuss why it's important to shift the data supply chain towards business users

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