To Coutts Bank, operated by RBS, ensuring quality of service to its clients worldwide is a top priority. With a focus on innovation, RBS scouts the globe to identify technologies that may be of service to the bank and its customers needs. With an increasing number of their customers banking online, Coutts aimed to find technologies that would help them offer superior customer service online.
RBS identified a gap between physical face-to-face client to relationship manager meetings and telephone calls. They believed that real-time video communications could add significant value by facilitating face-to-face contact when a physical meeting was not possible.
Coutts & Co launched a video banking pilot, enabling customers to video call their advisor through their mobile device or PC, powered by the OpenTok platform. The multipoint video banking calling solution allows customers to speak to several experts simultaneously, face to face, from any location, ensuring complex queries can be handled there and then. Using multi-party capabilities, clients can invite other parties to join the private and secure online meeting, such as joint-account holders, additional account signatories, or even third party professionals such as accountants and professional advisers all within a sleek, feature rich application.
RBS needed a platform that would be secure, enable easy collaboration, multi-party calls and identity management. That’s why they turned to the OpenTok platform that enables this level of flexibility and security and would embed seamlessly into their existing web interface. Better still, OpenTok is totally compatible with the business logic and processes they’ve fine tuned over the years.
Since launch, feedback from both clients and Coutts relationship managers about the value added by enabling these multi-party video meetings has been extremely positive, with very strong demand for the service to continue. “Coutts have raised the bar, harnessing innovative technology to further enhance the industry-leading service on offer at this bank” Joe Norburn, Head of Digital at Coutts.