Revolutionizing Conversational Banking with Genesys Cloud: A Success Story of Rabobank

Genesys Cloud CX

Revolutionizing Conversational Banking with Genesys Cloud: A Success Story of Rabobank

Introduction to Rabobank's Mission

Rabobank, a financial institution in the Netherlands with a global footprint, focuses on creating a positive impact through exceptional financial services. Serving retail and corporate clients, especially in the food and agriculture sectors, the bank operates through a network of branches and specialized international offices.

Challenges Faced by Rabobank

Rabobank experienced challenges with disconnected on-premises systems leading to inefficiencies, a lack of real-time data, and complex management issues. Rising call and chat volumes, longer queues, and siloed solutions led to an urgency for a more seamless and integrated approach to banking operations.

Transformation with Genesys Cloud

In a strategic move to enhance customer experience, Rabobank embraced Genesys Cloud for its conversational banking transformation. Leveraging cloud technology and innovative customer journey mapping, Rabobank revolutionized its approach to digital channels, adopting a matrix model to maximize value to both customers and the bank.

Seamless Migration to the Cloud

With a DevOps mindset and a focus on rapid innovation, Rabobank successfully migrated over 80 departments and 15,000 advisors to Genesys Cloud within nine months. This migration marked a significant achievement, empowering the bank to handle diverse channels seamlessly and efficiently.

Integrating Virtual Assistants and Video Calls

Rabobank's integration of virtual assistants and video calls using Microsoft Power Virtual Agents and Genesys Cloud elevated customer engagement. By streamlining communication channels and enhancing human interactions with emotive video calls, the bank achieved a more personalized and efficient banking experience.

Personalization and Effort Reduction

By implementing smart routing rules and personalized CRM integration, Rabobank enhanced customer interactions. Seamless transitions between channels, personalized services, and reduced customer effort underscore the bank's commitment to providing exceptional service.

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