How RBS delivers on better banking experiences

Royal Bank of Scotland offers a wide range of financial products to 20 million customers across Asia, Europe and North America. To become the number one bank in the UK for customer service, trust and advocacy by 2020, it identified technology as integral to its business transformation process.

With 14,000 users using 13 different IT service management (ITSM) tools and multiple configuration management databases, simplifying ITSM was seen as critical to achieve its business transformation, customer service, cost reduction and compliance objectives.

This case study details the journey of RBS towards simplifying many of its technology processes allowing the bank to focus on what was important – the customer experience.

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