The new platform will integrate all of NatWest’s legacy front office systems across its contact centre and branch networks, customer messaging, video banking, and complaints channels onto a single, digital platform.
The project brings together Accenture’s expertise in helping banks across the world drive innovation through technology, with Microsoft Dynamics 365, a portfolio of business applications that help everyone to deliver operational excellence and create more engaging customer experiences.
In the first part of its transformation, the bank is launching a new appointment booking service, replacing multiple systems with a single, real-time booking platform accessible to colleagues and directly to customers. This will reduce appointment booking times by up to 75%. Annually, this could free up approximately 88,000 hours that colleagues can use for more value-added activities.
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