The objectives were customer service consistency, operational efficiency and with centralization, to automate functions where it made sense to do so. On this score there are several functional areas responsible to investigate customer and internal queries where automation could play an important role. To deal with this challenge, RBC approached IBM Global Services to deliver a rapid yet powerful case management solution using MQSeries Workflow and IBM Support Center. Pump up the volume With over 10 million clients, RBC undertakes a sizeable administrative effort to support day to day customer service requests. Case management represents a solution to a major part of this workload.
Case management encompasses hundreds of different processes.
A typical example is when a client asks RBC to trace a check going through their account. Prior to service center consolidation, this task was handled in branches and took away from the desired sales activity which is a fundamental goal of the branch network. The distributed nature of this work also meant there was no standard way of processing inquiries, resulting in high costs and inconsistent turnaround times for completing each customer request. A key requirement for the new service centers, therefore, was the ability to process extremely high volumes of work in an efficient and timely manner. The bank decided the only practical way to manage such high processing volumes without employing hundreds of additional people was through workflow automation.