News : RBS Measures Customer Engagement with Artesian Software
Dec 9, 2014 -- Artesian, a developer of social intelligence software has announced that the Royal Bank of Scotland (RBS) is using its solution to help it to measure the levels of engagement between its relationship managers and their customers.
Artesian is working with the RBS team who are creating a stand-alone challenger bank by 2017. The bank, which will be called Williams and Glyn, already exists with RBS group and focuses on small and medium sized businesses providing products and services from branches and corporate offices across the UK.
Running a bank efficiently requires a complex array of performance indicators and RBS have added one more: customer-centricity. The use of the Artesian software has involved the team of relationship managers and the technology is being used to analyse the exchanges between them and their customers.
Robert Pailin, Managing Director North Corporate at RBS-Williams and Glyn, said: "We wanted a platform that not only helped our relationship managers understand our customer’s businesses but which would also help to measure how well they are understood. The aim was to go beyond simple verbal transactions and measure the quality of interaction between our team and our customer"
Posted by Veronica Silva Cusi, news correspondent
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About Artesian Solutions:
Artesian Solutions provides Artesian Surveillance, an on-demand market surveillance platform which delivers competitive intelligence to drive sales and marketing productivity.
About Royal Bank of Scotland:
The Royal Bank of Scotland plc (Scottish Gaelic: Banca Rìoghail na h-Alba) is one of the retail banking subsidiaries of the Royal Bank of Scotland Group plc, and together with NatWest and Ulster Bank, provides branch banking facilities in the United Kingdom. Royal Bank of Scotland has around 700 branches, mainly in Scotland though there are branches in many larger towns and cities throughout England and Wales.
Published: Wednesday, December 10, 2014